Firstsource - Director/Associate Director/Specialist - CX Porjects - Contact Center

- Own the identification, definition and execution of CX projects across all parts of designated customers' business

- Define and develop processes and procedures for the CX team to ensure Firstsource accelerates its CX standard implementation; and that the standard operates with repeatable quality

- Assist the CX team to develop a structure for operational excellence, execution and governance

- Be an extension of DECX, including all focus areas, supporting and enabling the execution of the DECX Strategy

- Orchestrate diverse cross-functional teams ensuring project charters and execution meet the CX Ops standards

- Build positive relationships with key partners to maximize customer and employee experience improvement projects

- Be intimately knowledgeable about the local business, employee and customer needs

- Be an active knowledge manager for customer insights and the use of customer intelligence across the designated customer

- Provide regular CX performance updates across all parts of the customer journey

- Advocate for the customer perspective and be a role model for customer centricity

Key Qualifications :

- 5 years validated ability to develop global networks and drive measurable results

- Demonstrated success in influencing and leading cross-functional/sophisticated change

- Profound consultative skills: storytelling, executive presence, stakeholder management

- Good analytical skills; ability to use and visualize data inspire change

- Excellent organization; balance multiple priorities while delivering high level, impactful results

- Exceptional communication skills, especially listening Comfortable leading in constantly evolving, ambiguous environment

- Very good interpersonal skills for remote partnership and virtual leadership in a global context

- High degree of collaboration and persuasion skills

- Demonstrable experience delivering internal projects with quantifiable and sustained change

- Passionate about coaching and mentoring others to develop themselves and their careers

- Previous customer or employee experience management experience is a great value to the role

- Self-motivated, perseverant, professional and inclusive