Transformation Director

Job Description

Position: Transformation Lead – Customer Experience Management (CEM) Location: Mumbai/Gurgaon/Kolkata/Bangalore Experience: 10–15 Years (minimum 8–9 years in Contact Center Operations and Customer Lifecycle Management) Qualification: Post-Graduate (MBA or equivalent preferred) About the Role Latinum is seeking a dynamic and experienced Transformation Lead – Customer Experience Management to spearhead digital transformation initiatives across customer touchpoints. The ideal candidate will bring deep domain expertise in contact center operations and customer lifecycle management, with a proven track record of crafting and executing transformation strategies that enhance customer experience and drive operational efficiency. Key Responsibilities Engage with clients to understand their digital transformation needs and offer customized, high-impact solutions. Design compelling transformation strategies tailored to specific industry verticals including Retail, Telecom, Healthcare, and ENU. Prepare and respond to RFPs/RFIs/RFQs and develop proactive proposals with robust transformation solutions. Develop and manage digital CX offerings across domains and lead solution pitches to internal and external stakeholders. Own the end-to-end solution lifecycle including commercials, client presentations, solution defense, and value articulation. Conduct transformation assessments at client locations (on a need basis, across India/globally) and deliver detailed assessment reports. Create impactful content such as white papers, point-of-view documents, case studies, and capability decks. Perform data-driven analytics on operational data to identify opportunities for financially viable transformation initiatives. Required Skills & Expertise Exceptional communication skills – both written and verbal – with the ability to present ideas clearly and persuasively. Hands-on experience with leading contact center technologies including IVR, Chatbots, GenAI, CCaaS, Augmented Reality, CRM platforms, etc. Strong analytical capabilities; proficient in Excel and familiar with advanced analytics tools (preferred). Expert-level proficiency in Microsoft PowerPoint and MS Office Suite for impactful presentation development. Key Attributes & Expectations Strong inclination toward continuous learning, especially in the CX technology landscape. Ability to deliver under pressure and meet tight deadlines with minimal supervision. Willingness to travel at short notice and adapt to evolving client needs. Comfortable with ambiguity, high accountability, and independently managing complex deal pursuits. Flexible to work extended hours as required, especially during high-stakes submissions. Show more Show less