Senior Vice President – Capability, Customer Experience (CX)

Company Description

ZenHirePro is a leader in executive search, specializing in connecting organizations with top-tier talent for AI-driven leadership roles. Focused on areas such as Machine Learning, Data Science, Natural Language Processing, AI Strategy, and Computer Vision, we help businesses harness the power of Artificial Intelligence to drive innovation and growth. With an in-depth understanding of the AI ecosystem, ZenHirePro builds high-impact leadership teams that are shaping the future of AI-driven transformation across industries. Our mission is to empower companies to capitalize on the immense potential of AI for business success.

We're Hiring | Senior Vice President – Capability, Customer Experience (CX)

A leading global services organization is looking to onboard a senior CX leader to drive enterprise-wide capability building and customer experience transformation.

Location: Gurgaon

Employment Type: Regular Full-Time

Reporting to: Chief Capability Officer

Compensation: 1 Cr – 1.30 Cr per annum

Role Summary

The Senior Vice President – Capability, Customer Experience (CX) will define and lead the organization's CX capability vision, strategy, and execution. This role will partner closely with executive leadership to embed customer-centricity across people, processes, and technology at scale.

Key Responsibilities

· Define and execute the enterprise CX capability and maturity roadmap

· Establish CX frameworks, governance models, and success metrics

· Embed CX across operations, delivery, and transformation initiatives

· Lead and mentor senior leaders across global, cross-functional teams

· Drive innovation, continuous improvement, and organizational change

· Align CX capabilities with business growth and client outcomes

Qualifications & Experience

· 20+ years of experience in strategic leadership roles within the BPO / global services industry, with a strong focus on capability development and CX

· Proven success in remote and cross-border collaboration, operating with a global mindset

· Demonstrated experience in leading capability and operating model transformations across multiple geographies

· Strong background in aligning internal structures, delivery models, and solutions with evolving client and market needs

· Extensive experience working closely with senior stakeholders and executive leadership, contributing to enterprise strategy and planning cycles

· 10+ years of experience in developing client-focused solutions that deliver measurable business impact

· Industry expertise in one or more verticals such as BFSI, Retail & Distribution (RAD), Energy & Utilities (E&U) is an added advantage

How to Apply

Send your CV to [Confidential Information]

WhatsApp: 81784 11300 (Kunal Kishore)

Email Subject Line: Senior Vice President, Capability, Customer Experience (CX) / Location / YrsExp / CTC / ETC

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