Director of Special Projects
2 days ago
About the Job
The Director of Special Projects is a strategic leadership role responsible for delivering insights and analytics to the C-Suite and management teams.
This role is pivotal in shaping and enhancing customer experience (CX) outcomes for our clients and internal business units. It focuses on synthesizing data from various sources to deliver actionable insights, strategies, and recommendations that drive improved CX performance and operational efficiency. The successful candidate will be adept at translating complex data into clear narratives that inform both external client partnerships and internal leadership objectives.
As Director of Special Projects, You Will
- Curate insights by analyzing diverse data sets, including disposition data, operational metrics, workforce metrics, analyst reports, internet research, and AI-generated intelligence.
- Identify trends, opportunities, and improvement areas to help clients strengthen customer relationships and elevate their brand reputation.
- Support client CX leaders in defining and implementing strategies to enhance customer satisfaction, loyalty, and advocacy.
- Present focused, data-driven recommendations during regular client engagements, offering candid and objective insights with professionalism and impact.
- Provide senior business unit leaders and CX teams with clear, concise performance analysis across key CX metrics, such as CSAT, NPS, FCR, VOC, as well as operational efficiency metrics like AHT, CPC, and utilization rates.
- Identify underperforming areas and recommend evidence-based strategies to improve both customer experience and operational KPIs.
- Collaborate with internal stakeholders, including QA, reporting analysts, and real-time analysts, to ensure insights and recommendations align with broader program goals.
- Serve as the driving force behind superior performance analytics, moving beyond traditional reporting to offer predictive and diagnostic insights that anticipate challenges and opportunities.
- Leverage existing resources and toolssuch as QA frameworks, real-time insights, and performance dashboardsto build holistic strategies that optimize service delivery and customer outcomes.
- Collaborate with AI and analytics platforms to unlock deeper intelligence and provide innovative solutions.
As Director of Special Projects, You Have
- Bachelors degree in Business, Data Analytics, Customer Experience, or a related field.
- Advanced degrees or certifications in CX, Analytics, or Process Optimization are an asset.
- 10+ years of experience in data analysis, customer experience strategy, or consulting roles focused on performance improvement.
- Proficiency in data tools (e.g., Excel, BI platforms, or AI analytics tools) and experience with customer experience reporting and dashboards.
- An ability to interpret large and diverse data sets, identifying key trends and translating them into actionable strategies.
- An exceptional ability to present insights in a structured, impactful manner to both client stakeholders and senior internal leaders.
- A strong understanding of CX performance metrics (CSAT, NPS, FCR, VOC) and efficiency metrics (AHT, CPC), as well as their impact on client success.
- Experience working within cross-functional teams, with the ability to partner effectively with QA, workforce analysts, and business leaders.
- Familiarity with AI and data visualization tools to enhance insights and reporting.
-
GEC Discipline Director – Project Assistants
3 hours ago
Bengaluru, Karnataka, India Arcadis Full time ₹ 15,00,000 - ₹ 30,00,000 per yearArcadis is the world's leading company delivering sustainable design, engineering, and consultancy solutions for natural and built assets.We are more than 36,000 people, in over 70 countries, dedicated to improving quality of life. Everyone has an important role to play. With the power of many curious minds, together we can solve the world's most complex...
-
Project Director
4 weeks ago
Bengaluru, Karnataka, India Isprava Full timeProject Director - MumbaiIndustry: Real Estate / Residential Luxury VillasJob Location: MumbaiQualification: Bachelor's degree in Civil Engineering (B.E. Civil) or equivalentIsprava is a leading player in the luxury villa and bungalow real estate sector, committed to delivering high-quality projects that meet the highest standards of excellence.About the...
-
Director, Project
5 days ago
Bengaluru, Karnataka, India JLL Full time ₹ 5,00,000 - ₹ 50,00,000 per yearJLL empowers you to shape a brighter way. Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where...
-
Project Director
2 weeks ago
Bengaluru, Karnataka, India Isprava Full timeIsprava Group is a leader in India's luxury holiday home market, catering to a discerning clientele through two primary verticals: Isprava - Luxury Home Development – Design, construction, furnishing, and management of sophisticated holiday homes that seamlessly blend heritage, modernity, and sustainability. Our distinguished client base includes renowned...
-
Director - IT Project
2 days ago
Bengaluru, Karnataka, India Maximus Full time US$ 1,20,000 - US$ 1,50,000 per yearJob Description:We are seeking an experienced and strategic Director - IT Project to lead and oversee the planning, execution, and delivery of complex IT projects across the organization. The ideal candidate will have a strong background in IT project management, leadership, and stakeholder engagement, with a proven track record of delivering large-scale...
-
Director - Project Manager
2 weeks ago
Bengaluru, Karnataka, India Merck Sharp Dohme Msd Full timeJob Description- Title: Director - Project ManagerLocation: Bangalore About the RoleAs a Director - Project Manager , you will contribute to the management of cross-functional programs resulting in high quality, robust deliverables required for effective program planning and execution Responsibilities: IMPACT: Impacts through successful project execution of...
-
Director, PDS Projects
8 hours ago
Bengaluru, Karnataka, India JLL Full time ₹ 12,00,000 - ₹ 36,00,000 per yearJLL supports the Whole You, personally and professionally.Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and...
-
GEC Discipline Director
7 hours ago
Bengaluru, Karnataka, India Arcadis Full time ₹ 9,00,000 - ₹ 12,00,000 per yearRole description:The GEC Discipline Director Project Assistants role will have the overall leadership of Project Assistants team located across multiple GEC locations ensuring the growth of capabilities and capacity to meet business demands and delivery of high-quality project outcomes. This leader will report to GEC Operations & Special Projects...
-
Dy. Project Director
3 weeks ago
Bengaluru, Karnataka, India Aecome Full timeJob DescriptionJob description- Serves as lead engineer on mid- to large size projects.- Provides specialized technical input to studies and design for staff's specific area of expertise.- Approves and signs off on work.- Provides technical expertise for studies and design efforts.- Presents complex technical solutions to clients.- Performs quality control...
-
Associate Creative Director
4 weeks ago
Bengaluru, Karnataka, India Fincity Full timeAssociate Creative Director - ArtFincity Bengaluru, Karnataka, India (On-site)Rouzy Tribe (https://www.rouzytribe.com) is a Creative & Digital Marketing Agency of Fincity serving clients in Real Estate Industry. We specializes in crafting innovative and impactful campaigns for brands. We believe in the power of storytelling, crafting innovative and impactful...