CX Transformation Lead for Client Programs & Insights

Foundever®; Metro Manila; Presencial; PHP 700.000 - 1.100.000; Jornada completa

Descripción de la vacante

Foundever in Manila is seeking an Operator Consulting Experience Lead to support key client-facing programmes. You will combine people, technology planning, and design thinking to improve CX, productivity, and sales performance.

The role involves leading change initiatives, analysing CX metrics, preparing executive reports, and collaborating across teams to deliver measurable impact for telecommunications clients.

Formación

• Programme Management: track record of leading change programmes.
• Analytical skills: understand, deep-dive and uncover data-based insights.
• Insight to ideas: develop solutions to complex client needs.
• Stakeholder Engagement: influence and gain buy-in across internal/external.
• Industry Knowledge: understand trends, tech, apply to niches.
• Communication Skills: tailor communications for audiences.
• Presentation Skills: strong English; good PPT skills.
• Traditional CI skills: Lean Six Sigma, data analytics, workshop skills.
• Experience: 3 years in CX operations, CI, tech or consulting.
• Telecommunications expertise: experience with telecoms (B2C/B2B/Quad Play).
• Regulatory: knowledge of US telecom regulations.

Responsabilidades

• Analyse client performance across CX metrics to identify trends, risks and opportunities.
• Define and design interventions to optimise CSAT, productivity, and sales.
• Run client-facing programmes and uncover additional opportunities.
• Identify routes through operational and technological change to improve CX.
• Support value tracking and ROI modelling with clear outcomes.
• Convert data into executive narratives, visuals, and insights.
• Build executive decks and data stories for workshops and reviews.
• Prepare client-facing reports with findings and recommendations.
• Coordinate and document strategic initiatives and transformation workstreams.
• Develop value cases, programme plans, and tracking tools.
• Facilitate alignment across teams to ensure progress and impact.
• Contribute to client meetings, workshops, and presentations.
• Demonstrate client-facing confidence and clear communication.

Conocimientos

Programme management

Analytical skills

Insight to ideas

Stakeholder engagement

Industry knowledge

Communication skills

Presentation skills

Lean Six Sigma

Data analytics

Workshop skills

Herramientas

PowerPoint

Descripción del empleo

Foundever in Manila is seeking an Operator Consulting Experience Lead to support key client-facing programmes. You will combine people, technology planning, and design thinking to improve CX, productivity, and sales performance.

The role involves leading change initiatives, analysing CX metrics, preparing executive reports, and collaborating across teams to deliver measurable impact for telecommunications clients.