Sr. CX/EX Solution Expert

A Solution Expert is a versatile professional who specializes in advising clients on leveraging their business, strategical and technical acumen to improve their operations, efficiency, and overall performance. Their primary purpose is to guide clients through their digital and technological journey, understanding, advising, and analyzing requirements to devise innovative solutions and ensure their successful integration and implementation.

The Solution Expert is at the forefront of innovation, working with diverse clients across various industries. They are the clients' trusted advisor, helping them unlock the full potential of technology to achieve their business goals.

Throughout the lifecycle of a client contract, the Solution Expert is accountable for the solution architecture knowledge based on their business and/or technical expertise. He/she is customer-facing and responsible for building and fostering relationships with external vendors/partners and internal teams from early business development phase to build & run phases. Solution Experts are encouraged to expand the business scope within their client's environment.

The Solution Expert works with clients at the business and IT executive or management levels to define their digital strategy, focusing on digital business optimization and digital business transformation. This is achieved by combining strategic and/or technical approaches to create executive-level and/or technical-level IT infrastructure strategies, develop business and technical roadmaps and horizon planning, generate new use cases, assess risks and benefits of transformations, and create business cases for investment approval across different streams.

• Understand customer objectives and requirements to position, create, and propose CX/EX SVP solutions that align with their needs.
• Champion CX/EX SVP Solutions:
  • Act as a key advocate for CX/EX SVP.
  • Accountable for end-to-end solutions, combining relevant products and ensuring service wrap costing and sizing support ownership.
• Own CX/EX SVP Solution Activities from qualification to handover:
  • Qualification Phase: Understand and influence customer requirements, position a consulting-led approach, engage with partners, and prepare internal teams before RFPs.
  • Proposal Phase: Define solution strategy, design (or support the design of) the optimal solution, validate solutions, write proposals, and ensure accurate costing.
  • Contract & Handover Phase: Support contract signature and ensure seamless transition to delivery teams.
• Be the Specialist for CX/EX SVP Solutions:
  • Maintain in-depth knowledge of SVP solution blueprints.
  • Stay up to date with market technology trends related to CX/EX SVP.
• Solution Cost Ownership:
  • Strong understanding of operational models, build organizations, and associated costs.
  • Benchmark cost bases against market standards, ensuring fair and accurate scoping.
  • Prevent duplication or gaps in Level of Effort (LoE) assessments.
• Single Point of Contact (SPOC) for CX/EX SVP Solutions:
  • Support Sales Specialists in customer discussions related to CX/EX solutions.
  • Build trusted relationships with key customer technology stakeholders.
  • Engage with partner solution contacts as needed.
• Contribute to CX/EX SVP Solution Evolution:
  • Collaborate with internal product teams, share customer feedback, and influence the product roadmap.
  • Support the creation and adaptation of reusable CX/EX SVP blueprints.