Position: Transformation Lead – Customer Experience Management (CEM)
Location : PAN India
Experience: 10–15 years (with 8–9 years in Contact Center Management & Customer Journey Transformation)
Qualification: Post-Graduate (Management preferred)
About Latinum:
Latinum is seeking a Transformation Lead – CEM, you will spearhead end-to-end digital transformation initiatives across customer touchpoints. You'll partner with clients, understand their CX challenges, and architect high-impact solutions backed by technology, analytics, and industry insights.
Key Responsibilities
- Consult with clients to understand digital transformation needs and design customized CX solutions.
- Build compelling transformation pitches and value-based storytelling aligned to industry verticals.
- Lead RFP/RFI/RFQ responses and create proactive, opportunity-driven proposals.
- Develop and enhance digital offerings across ENU, Retail, Telecom, Healthcare, and more.
- Own solution commercials, client presentations, solution defense, and stakeholder discussions.
- Travel to client sites and internal locations (India/global) for assessments and workshops.
- Deliver crisp assessment reports, capability decks, and high-impact presentations.
- Create industry whitepapers, PoVs, case studies, and marketing content.
- Use operational and customer-experience analytics to craft financially viable solutions.
Skills & Expertise
- Strong communication & storytelling skills.
- Deep understanding of Contact Center technologies: IVR, Chat/Chatbots, GenAI solutions, CCaaS, AR, CRM platforms, etc.
- Proficiency in data analytics (advanced Excel; other analytics tools a plus).
- Excellent MS Office capabilities — especially PowerPoint.
- Strong analytical mindset with the ability to derive insights from operations data.
Why Join Us
- Lead high-impact CX transformations for Fortune 500 and global enterprises.
- Work at the intersection of consulting, digital, and technology, shaping the future of customer experience.
- Opportunity to influence organization-wide CX strategy across multiple industries.
- Continuous learning environment with access to the latest CX technologies (GenAI, CCaaS, automation, AR, analytics).
