Hybrid CX Engagement Solutions Manager bei ExlService Philippines, Inc.

EXL (NASDAQ: EXLS) is a global analytics and digital solutions company that partners with clients to improve business outcomes and unlock growth. Bringing together domain expertise with robust data, powerful analytics, cloud and AI to create agile, scalable solutions and execute complex operations for the world’s leading corporations. EXL was founded on the core values of innovation, collaboration, excellence, integrity and respect creating value from data to ensure faster decision-making and transforming operating models. Key industries including Insurance, Healthcare, Banking and Financial Services, Media, and Retail among others.

Headquartered in New York, our team is over 55,000 strong, with more than 50 offices spanning six continents. For information, visit www.exlservice.com.

Role Title: CX Engagement Solutions Manager

BU/Segment: EXL Digital

Location:   London, United Kingdom (Flexible hybrid working) 

Employment Type: Permanent

Summary of the role:

As a CX Engagement Solutions Manager at EXL, you will be at the forefront of driving digital transformation for our clients, leveraging AI and customer experience (CX) strategies. Your role will involve defining and implementing digital CX and AI strategies, leading opportunity identification and solution design, fostering client relationships, and ensuring successful project delivery. You will work closely with multi-disciplinary teams to generate innovative solutions and demonstrate the value of data-led CX transformation. This position requires a deep understanding of CX technologies and architecture, strong project management skills, and a proven track record in helping clients achieve their business goals through advanced digital solutions.

As part of your duties, you will be responsible for:

• Consultatively shape AI and CX opportunities along with clients and Drive solutioning for AI and Data-led transformation opportunities in CX and broader digital transformation space. 
• Lead creation of CX solution design and roadmap, and its implementation across the critical CX capabilities including:
  • Customer experience design, customer journey mapping
  • Conversational AI implementation in CX workflow
  • Solution architecture (features, functionalities, upstream & downstream impact on the CX workflow)
  • Technical architecture (data flow, technologies, how they interact and integrate, technology selection, scalability, security)
  • Strong expertise in one or more CCaaS solutions like Google, AWS, NICE, Genesys, Microsoft or compatible vendors. Range of capabilities to manage inbound and outbound customer interactions across various channels such as voice, email, chat, social media, and SMS
• Delivery assurance through client engagements, leading CX expert teams across customer and contact channels
• Work with teams across the business to generate innovative AI and CX solution opportunities 
• Implement the CX consulting deliverables, including blueprinting and assessments.
• Work with BU/account leadership to define a clear and compelling CX digital strategy for clients for target business/industry areas
• Ensure knowledge sharing and CX best practices between teams to drive a robust digital ecosystem

Qualifications and experience we consider to be essential for the role:

• 7+ years of proven track record in leading CX transformation projects
• Significant industry/domain experience across various sectors
• Customer experience design, customer journey mapping
• Conversational AI implementation in CX workflow
• Solution architecture design (features, functionalities, upstream & downstream impact on the CX workflow)
• Technical architecture (data flow, technologies, how they interact and integrate, technology selection, scalability, security)
• Strong expertise in one or more CCaaS solutions like NICE, Genesys, AWS. Range of capabilities to manage inbound and outbound customer interactions across various channels such as voice, email, chat, social media, and SMS
• Should have led large technology-led organizational change initiates 
• Should have led 20+ team of multi-disciplinary capabilities including solution architects, delivery leaders, technical architects, automation and analytics SMEs, and developers.
• Demonstrated experience in working with both senior business and technology stakeholders 

Skills and Personal attributes we would like to have:

• Work with clients in a consultative way
• Co-define solutions with clients
• Think innovatively and design and deliver client oriented digital solutions Lead conversations on digital transformation with CXOs
• Be the trusted advisor to clients on how to create value through digital
• Have deep domain and technical acumen
• Proven influencing and collaboration skills
• Have an innovative and disruptive mindset, constantly looking forward
• Relentlessly pursues excellence
• Structured leadership communication and presentation skills with strong executive presence
• Digital portfolio management and strong client/stakeholder management capabilities

As part of a leading global analytics and digital solutions company, you can look forward to:

• A competitive salary with a generous bonus, private healthcare, critical illness life assurance at 4 x your annual salary, income protection insurance, and a rewarding pension.
• EXL provides everyday financial well-being solutions, such as cash back cards, in which you can earn cashback while enjoying discounts, promotions, and offers from top retailers. We also offer a Cycle Scheme where you can save money on bikes and cycling accessories.
• At EXL, we are committed to providing our employees with the tools and resources they need to succeed and excel in their careers. We offer a wide range of professional and personal development opportunities. We also support a range of learning initiatives that allow our employees to build on their existing skills and knowledge. From online courses to seminars and workshops, our employees have the opportunity to enhance their skills and stay up to date with the latest trends and technologies.
• As an Equal Opportunity Employer, EXL is committed to diversity. Our company does not discriminate based on race, religion, colour, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, age, or disability status.
• EXL employees are eligible to purchase stock as part of our Employee Stock Purchase Plan (ESPP).
• At EXL, we offer a flexible hybrid working model that allows employees to live a balanced, healthy lifestyle while strengthening our culture of collaboration.

To be considered for this role, you must already be eligible to work in the United Kingdom.