CX Transformation Sales and Solutions – AGM – Pan India

Golden Opportunities; Hyderabad; On-site; INR 6,000,000 - 9,000,000; Full time

Job summary

Golden Opportunities is seeking a senior leader for CX Transformation Sales and Solutions. You will own opportunities from qualification through proposal and client pitch, shaping transformation roadmaps across contact centers, omnichannel engagement and digital adoption.

The role requires leading cross-functional teams, crafting business cases, and engaging CXOs to secure commitments. Ideal candidates bring 15+ years in BPM/IT/consulting with CX focus, and a track record of delivering

Qualifications

• 15+ years of experience in BPM/IT/consulting/customer operations.
• Graduate degree required; MBA/PGDM preferred.
• Lean Six Sigma, design thinking, CX certifications advantageous.
• Leadership experience in cross-functional pursuit or transformation teams.
• Lead CX transformation pursuits from qualification to closure with impact.

Responsibilities

• Lead CX transformation pursuits from qualification to proposal and closure.
• Develop CX roadmaps covering journeys, omnichannel, and digital adoption.
• Create value propositions, business cases, and transformation benefits.
• Collaborate with delivery, pricing, consulting and alliance teams for integrated solutions.
• Engage CXO and senior clients as advisor on customer service transformation.
• Build reusable sales collateral, demos, case narratives and accelerators.

Skills

CX Transformation

Consultative Selling

Stakeholder Management

RFI/RFP Responses

Pricing & Commercials

Automation & Analytics

Cross-functional Leadership

Solution Design

Education

Bachelor's degree

MBA/PGDM preferred

Tools

CRM systems

Analytics platforms

Job description

Job Title: CX Transformation Sales and Solutions - AGM

Location: Pan India

Experience Requirements And Qualification

15+ years of experience in BPM/IT/consulting/customer operations, with significant exposure to CX transformation, sales, presales or solutioning.

Graduate degree required; MBA/PGDM preferred.

Lean Six Sigma, design thinking, customer journey mapping, COPC or equivalent CX/process excellence certification will be an advantage.

Prior leadership experience in managing cross-functional pursuit teams or transformation teams is preferred.

Lead proactive and reactive CX transformation pursuits from opportunity qualification to proposal, client pitch, solution defence and closure support.

Develop CX transformation roadmaps covering customer journeys, contact center modernization, omnichannel engagement, digital adoption, automation and analytics-led experience improvement.

Create and own value propositions, business cases, cost-benefit models and transformation benefit commitments for client opportunities.

Partner with delivery, technology, transition, pricing, consulting and alliance teams to create integrated CX solutions and commercials.

Engage CXO and senior client stakeholders as an industry and business advisor on customer service transformation and digital customer operations.

Build and maintain reusable sales collaterals, proposal templates, demos, client case narratives, benchmarks and solution accelerators.

Guide SMEs, transformation consultants, black belts, contextual masters and technology resources during pursuit solutioning and delivery mobilization.

Drive governance around transformation benefits, milestone realization, transition readiness and solution handover to delivery teams.

Domain And Process Expertise

Strong understanding of contact center operations, digital customer support, omnichannel service, customer journey design and customer service KPIs.

Experience across domains such as BFSI, telecom, retail, utilities, healthcare, manufacturing, travel, media or high-tech will be valuable.

Ability to connect CX levers with business outcomes including NPS/CSAT improvement, AHT optimization, FCR improvement, channel deflection and cost-to-serve reduction.

Working knowledge of CRM, conversational AI, knowledge management, speech/text analytics, workforce management and quality platforms.

Sales, Solutioning And Transformation Competencies

Consultative selling and senior stakeholder communication with ability to translate customer pain points into transformation themes.

Experience creating RFI/RFP responses, SOW inputs, solution narratives, pricing assumptions, transition approach and client presentations.

Ability to work with automation, AI/ML, GenAI, analytics and platform teams to design integrated CX transformation solutions.

Strong presentation, storytelling, commercial acumen and ability to balance strategic vision with operational execution detail.