Transformation Lead

4 days ago

Delhi, Delhi, India Latinum HR Solutions Full time

Position: Transformation Lead – Customer Experience Management (CEM)

Location : Delhi

Experience:
10–15 years (with 8–9 years in Contact Center Management & Customer Journey Transformation)

Qualification:
Post-Graduate (Management preferred)

About Latinum:

Latinum is seeking a
Transformation Lead – CEM
, you will spearhead end-to-end digital transformation initiatives across customer touchpoints. You'll partner with clients, understand their CX challenges, and architect high-impact solutions backed by technology, analytics, and industry insights.

Key Responsibilities

  • Consult with clients to understand digital transformation needs and design customized CX solutions.
  • Build compelling transformation pitches and value-based storytelling aligned to industry verticals.
  • Lead RFP/RFI/RFQ responses and create proactive, opportunity-driven proposals.
  • Develop and enhance digital offerings across ENU, Retail, Telecom, Healthcare, and more.
  • Own solution commercials, client presentations, solution defense, and stakeholder discussions.
  • Travel to client sites and internal locations (India/global) for assessments and workshops.
  • Deliver crisp assessment reports, capability decks, and high-impact presentations.
  • Create industry whitepapers, PoVs, case studies, and marketing content.
  • Use operational and customer-experience analytics to craft financially viable solutions.

Skills & Expertise

  • Strong communication & storytelling skills.
  • Deep understanding of Contact Center technologies:
    IVR, Chat/Chatbots, GenAI solutions, CCaaS, AR, CRM platforms
    , etc.
  • Proficiency in data analytics (advanced Excel; other analytics tools a plus).
  • Excellent MS Office capabilities — especially PowerPoint.
  • Strong analytical mindset with the ability to derive insights from operations data.

Why Join Us

  • Lead high-impact CX transformations
    for Fortune 500 and global enterprises.
  • Work at the intersection of consulting, digital, and technology
    , shaping the future of customer experience.
  • Opportunity to influence organization-wide CX strategy
    across multiple industries.
  • Continuous learning environment
    with access to the latest CX technologies (GenAI, CCaaS, automation, AR, analytics).

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