Director - Digital Transformation

Interested may share profile @ "Arjun.thakur2@wns.com"

Designation - Director / Sr. Consultant

Role - Digital Transformation + CX + IVR + Chatbots+ OCR + Contact Center

Location - Pune, Chennai, Gurugram, Mumbai,

• 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 clientsMarket 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 ExcelUnderstand, propose and pitch the key levers/differentiators to new/existing customers for transformation journey
• Participation in special / strategic projects from time to timeExcel 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.