Overview

We are seeking a dynamic and forward-thinking candidate to lead client transformation and optimization that improve customer and agent experiences through the use of cutting-edge technologies, particularly AI. This role will implement new systems, channels, and strategies that streamline the customer and agent journey, enhancing operational efficiency across the organization. The ideal candidate will have strong analytical skills, a passion for continuous improvement, and a deep understanding of emerging AI trends. The position requires strong expertise in operational excellence, governance, and continuous improvement methodologies to ensure measurable business impact and stakeholder alignment.

Qualifications

Technical Skills:

• Expertise in Lean Six Sigma and continuous improvement methodologies.
• Strong understanding of digital tools, automation platforms, and analytics.
• Ability to design and track KPIs for transformation and operational efficiency.
• Familiarity with global contact center technologies and best practices.

Qualifications & Experience:

• Proven track record in senior leadership, driving digital transformation, automation, and process optimizationto deliver measurable business outcomes.
• Up to date with the latest AI and technology trends, particularly those impacting customer experience and operational efficiency.
• Experience in contact center operations
• Experience of retail sector, ideally luxury retail

Responsibilities

• Strategic Leadership:
• Define and execute a digital transformation roadmap for contact centre operations.
• Align transformation initiatives with client priorities.
• Champion TP Digital products and promote adoption across regions.

• Governance & Performance Management:
• Establish governance frameworks and conduct regular reviews to ensure compliance and alignment.
• Track and report measurable value metrics for transformation initiatives.
• Drive standardization across all sites.
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• Innovation & Automation:
• Identify and implement automation opportunities to improve operational efficiency.
• Foster a culture of innovation and continuous improvement across all delivery centres.
• Apply Lean Six Sigma methodologies to optimize processes and reduce waste.
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• Customer Experience & Service Excellence:
• Enhance customer experience outcomes through process redesign and technology enablement.
• Ensure delivery models meet or exceed global quality standards.

• Stakeholder Engagement:
• Collaborate internally and externally to ensure alignment on priorities and execution.
• Influence senior stakeholders to support transformation objectives and investments.

• Customer and Agent Journey Optimization:
• Focus on improving the overall experience of customers and agents by identifying pain points and implementing technology-driven solutions.

Core Competencies:

• Strategic thinking and ability to drive large-scale transformation.
• Strong analytical and problem-solving skills.
• Excellent communication and influencing skills across cultures and geographies.
• Innovation mindset with a focus on measurable outcomes.
• Experience in governance, performance management, and stakeholder engagement at senior levels.
• Proven experience in managing stakeholders at various levels of the organization.
• Strong communication and leadership skills