Principal Consultant - Customer Experience (CX), Technology and Industries
Core
Lead end-to-end delivery of complex, multi-workstream Customer Experience (CX) transformation programs for strategic APJC customers, spanning contact centre modernisation, sales transformation, back-office optimisation, and customer journey redesign.
Role type
Principal Consultant / Senior Transformation Leader
Builds
CX transformation roadmaps, measurable business outcomes (NPS, CSAT, cost-to-serve), and high-performing multidisciplinary delivery teams.
Domain
Customer Experience (CX), Contact Centre Operations, Cloud Services
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Large-scale transformation program leadership, C-level executive influence, stakeholder management across matrixed environments, P&L ownership, strategic risk mitigation, governance framework establishment
Preferred skills
AWS AI/ML services expertise, customer outcome measurement frameworks (NPS, CSAT, CES), CX industry frameworks (journey mapping, service design), Scaled Agile methodologies, organisational change management
Technologies
Amazon Connect, AWS AI/ML services, generative AI, analytics, automation
Responsibilities
Own and drive end-to-end delivery of large-scale CX transformation programs; Translate customer strategic objectives into actionable roadmaps and success metrics; Chair executive steering committees and manage escalations; Serve as strategic advisor to C-suite on CX vision and investment strategy; Build and lead multidisciplinary delivery teams; Navigate complex stakeholder landscapes to align priorities; Identify and mitigate strategic risks; Establish governance frameworks balancing agility and compliance
Seniority
Principal, hands-on IC with strategic mentorship