CEM Transformation
Tata Consultancy Services
Mumbai, India
12h ago

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
  • Technical Skills

  • 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
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