Senior Capability Manager(DPO)

Job Summary

The Customer Experience (CX) Transformation lead is accountable for CX transformation, driving measurable business outcomes across clients through an integrated model spanning Consult, Build, Deliver, and Scale.

This role leads to a unified transformation engine that combines advisory, assets, execution, and value realization, ensuring CX programs translate into tangible impact.

Key Responsibilities

1. Advisory & Opportunity

Objective: Identify, shape, and win transformation opportunities

• Execute enterprise-wide CX strategy and vision aligned to client business objectives and growth goals
• Lead CX diagnostics and customer journey assessments (CJM, VSM) to identify transformation opportunities
• Develop business cases, ROI frameworks, and value hypotheses for CX transformation initiatives
• Partner with sales and client leadership teams during pursuits, articulating a compelling CX transformation vision
• Engage executive stakeholders to secure sponsorship and alignment for large-scale transformation programs
• Define target operating models (TOM) for customer experience across channels and functions

2. Assets, Platforms & IP

Objective: Create scalable, reusable CX capabilities

• Drive CX platform strategy, including CCaaS and digital experience ecosystems
• Develop AI / GenAI-driven CX transformation roadmap, embedding automation and intelligence into customer journeys
• Build and institutionalize reusable assets and accelerators:
  • Customer journey frameworks
  • Analytics and insight engines
  • Industry-specific CX solutions
• Establish partnerships with technology providers and ecosystem players
• Create analytics strategy for customer experience measurement and optimization
• Drive standardization of process frameworks and CX design methodologies

3. Transformation Execution

Objective: Execute CX transformation programs on scale

• Lead end-to-end CX transformation programs, including:

• • Process redesign
  • Digital platform deployment
  • AI/automation implementation
  • Organizational change management

• Operationalize CX strategy across channels, touchpoints, and customer lifecycle stages
• Drive cross-functional alignment across:

• • Operations
  • Technology
  • Marketing & Sales

• Deploy CX platforms (CCaaS, CRM, AI tools) and ensure seamless integration
• Enable a customer-centric culture through governance, training, and leadership alignment
• Lead global, cross-functional teams and transformation pods to deliver programs effectively

4. Value Realization & Continuous Improvement

Objective: Ensure measurable business impact and sustained value

• Define and track value realization metrics, including:

• • NPS / CSAT
  • Cost optimization
  • Productivity improvement
  • Revenue impact

• Establish continuous feedback loops across customer journeys
• Institutionalize a continuous improvement culture across CX operations
• Drive data-driven decision-making through advanced analytics and reporting frameworks
• Ensure transformation programs evolve through optimization, scaling, and innovation
• Own overall transformation outcomes and ROI realization, not just delivery

Governance Responsibilities

• Drive end-to-end CX transformation across clients
• Work with integrated teams across:

• • Advisory
  • Product/Assets
  • Delivery
  • Value realization

• Drive collaboration across business, technology, and operations to eliminate silos

Skill Requirements

Key Skills & Competencies

• Deep expertise in CX strategy, operations, and digital transformation
• Strong experience in AI / GenAI-led CX transformation
• Proven track record in CCaaS and CX platform deployment
• Strong stakeholder management
• Data-driven mindset with strong analytical and problem-solving skills
• Experience leading large-scale transformation and change programs

Other Requirements

Experience & Qualifications

• 15+ years of experience with minimum 10+ in CX transformation
• Deep industry experience in Telecom, BFSI, Technology, Manufacturing, or Retail
• 10+ years in contact center / customer operations
• Bachelor’s degree required