WNS - Director - Digital Transformations

Job Description:

- Delivering end-to-end contact center digital transformation projects for global clients

- Running consulting engagements with Client CXOs and delivering on revenue targets

- Building curated transformation solutions for prospective and existing clients

- Market research across best-in class practices, contact center demands, evolving trends etc.

- Manage end to end pre-sales activities for digital transformation identify opportunity, pitch the right digital solution, solution building, business case creation etc.

- Developing and creating collateral, new capabilities working closely with cross-function teams (internal and external)

- Understand client digital transformation needs & consult/provide customized solutions, develop business case

- Well versed with process diagnostics, due-diligence, blueprinting activities etc. and savvy with PowerPoint and Excel

- Understand, propose and pitch the key levers/differentiators to new/existing customers for transformation journey

- Participation in special / strategic projects from time to time Excel in developing strong client dialogue, across all levels

- Experience in managing design thinking workshops to re-imagine customer journeys, future operating model, best in-class practices

- Experience in CX transformation opportunity identification, solutioning, comparative studies keeping in mind customer effort reduction, improve straight through processing

- Exposure to contact center economics through improved channel containment, right channeling methodology etc.

Skills Digital Transformations + Front Office transformation (Contact Center Transformations) with experience in technologies like Chat Bots/ Voice Bots/ IVR/OCR/Omni Channels