Vice President 1 EXL/VP/993669

4 weeks ago

Pune, India exl Full time

Job Description

Role Overview:

As the Vice President of CX Strategy for the Utilities vertical, you will be instrumental in shaping and executing our CX insight strategy. This role demands a blend of expertise in CX leadership and process excellence, along with a proven track record in delivering value for Utilities sector.

Key Responsibilities:

Develop and implement a comprehensive CX framework for the Utilities vertical, tailored to meet diverse client needs. Establish and evolve the Utilities Academy in collaboration with partners, focusing on the design and development of industry leading CX practices. Lead a team of specialists in process excellence and data science to uncover and capitalize on CX enhancement opportunities. Manage and deliver CX projects across multiple clients, ensuring outcomes align with agreed plans and expectations. Collaborate with internal functions such as the CX Academy, Training, and HR to augment the organization's CX delivery and improvement capabilities. Actively engage in RFP responses and the acquisition of new client opportunities. Work closely with operating leaders to strategize and execute client and geography expansion initiatives.

Qualifications:

Extensive experience in the Utilities industry, with a solid background in customer experience strategy and process excellence. Proven ability as a CX master coach, with exceptional leadership and team-building skills. Demonstrated success in leading and delivering complex projects across multiple clients. Strong partnership and collaboration skills, capable of working effectively with internal teams and external partners. Innovative thinker with a commitment to continuous improvement and staying ahead of industry trends. Excellent communication and interpersonal skills, adept at engaging with stakeholders at all levels

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