Job Description Role Name : Consultant - Transformation / Transformation Architect Reporting to : Head of Customer Experience Transformation & Innovation Location : Any Location - anywhere in India Preferred Exp : 12-18 Years Experience (Of which 4 to 5 years in deploying technology solutions - Automation / AI / Tools etc.
from Contact Centers only Responsibilities :
Understand customer interaction digital transformation needs and consult / provide customized solutions, develop business case
Have delivered on atleast 4 or more of the below Customer Success KPIs
1. Customer Health Score 2. Net Promoter Score 3. Qualitative Customer Feedback 4. Customer Churn Rate 5. Monthly Recurring Revenue 6.
Customer Lifetime Value 7. Customer Retention Cost 8. First Contact Resolution Rate 9. Customer Satisfaction Score 10. Renewal Rate
Identify Customer Experience opportunities in current contact center operations at TCS & drive for execution to realize benefits
Respond to RFP, RFI requirements
Develop and manage digital offerings.
On-board and manage digital partners.
Constantly map new technologies
Articulate visions of possibilities; can create innovative solutions
Develop white papers
Any graduate (preferably an MBA)
Exposure to Design Thinking in the Customer Experience Space
Experience & Understanding of contact center & modern digital technologies (Cognitive / AI , ML , Analytics etc.)
Experience in Client-facing projects in a consulting and / or technology professional services organization
Strong Data mining & Presentation skills using MS Office Suite
Additional Details :
Shift Time : 10 hour shift between 6 am to 2 am - flexible, based on business requirement / project
Excellent Communication & Presentation Skills (Spoken & Written)
Passion for forward thinking digital transformation
Willingness to travel up to 60% of the time
Strong interpersonal & presentation skills