Operator Consulting Experience Lead

Foundever; Metro Manila; On-site; PHP 1,200,000 - 2,400,000; Full time

Job summary

Foundever seeks an Operator Consulting Experience Lead to partner with clients, deliver exceptional CX programmes, and blend people, technology planning, and design thinking.

The role surfaces insights, tracks value, develops recommendations, and supports programme delivery across multiple client engagements within a high-performing team.

Qualifications

• 3 years in CX operations, Continuous Improvement, technology or consulting roles.
• Strong English communication and presentation skills.
• Experience with Telecommunications organisations (B2C, B2B, Quad Play) and regulatory awareness.

Responsibilities

• Analyse client performance across CX metrics to identify trends and opportunities.
• Define and design interventions to optimise CSAT, productivity and sales.
• Lead client-facing programmes and support ROI tracking.
• Convert data sets into executive narratives and visual reports.
• Prepare client-facing reports with findings, recommendations, and next steps.
• Coordinate strategic initiatives and transformation workstreams.

Skills

CX metrics analysis

Executive storytelling

Client-facing communication

Stakeholder engagement

Lean Six Sigma

Presentation skills

Analytical thinking

ROI modelling

Change management

Telecom domain knowledge

Tools

PowerPoint

Excel

Data visualization tools

Job description

We are seeking dynamic a Operator Consulting Experience Lead to support a key client, to deliver exceptional client facing programmes. The ideal candidates will have demonstrable experience in contact centres, customer experience programmes or technology deployments. The role combines people, technology planning and design thinking. The Experience Lead partners directly with the Client, Account Directors and Operational Leadership to surface insights, track value, develop recommendations, and support programme delivery across multiple client engagements. The successful candidate will join a high performing existing team with significant room for growth.

Key Responsibilities:

• Analyse client performance across core CX metrics (e.g., NPS, CSAT, AHT, FCR, CES, Sales performance and conversion, quality KPIs) to identify trends, risks, and opportunities.
• Define and design interventions which optimise CSAT, productivity, sales performance, customer retention, operational consistency and more.
• Run and manage client facing programmes to uncover additional opportunities and needs.
• Identify routes through operational and technological change to improve our Clients Customer Experiences.
• Support value tracking & ROI modelling, ensuring outcomes are clearly linked to initiatives.
• Convert complex data sets into compelling executive narratives, visuals, and decision-driving insights.
• Build high-quality executive decks, visual reports, and data stories used in client workshops, business reviews, and internal forums.
• Prepare client-facing reports that clearly articulate findings, recommendations, impact, and next steps.
• Support the coordination, tracking, and documentation of strategic initiatives and transformation workstreams.
• Develop and maintain value cases, programme plans, and tracking tools.
• Facilitate alignment across teams to ensure progress, clarity, and impact.
• Participate in client meetings, workshops, QBR/MBR preparations, and presentations.
• Demonstrate client-facing confidence, strong communication, and the ability to challenge constructively both internally and externally.
• Contribute to the preparation and delivery of business cases and strategic recommendations.
• Programme Management: Track record of leading change programmes
• Analytical skills: Ability to understand, deep-dive and uncover data-based insights and needs.
• Insight to ideas: Ability to develop potential solutions to complex multi-faceted client needs.
• Stakeholder Engagement: Capability to influence and gain buy-in across internally and externally
• Industry Knowledge: Understanding of emerging trends, technologies, and the ability to apply to varying verticals and niches.
• Communication Skills. The ability to tailor mass and individual communications to different audiences.
• Presentation Skills: Strong English fluency is required (written, oral). Good presentation skills are required (ppt).
• Traditional CI skills: Lean Six Sigma experience preferred, data and analytics skills, workshop skills etc
• Experience: 3 years in CX operations, Continuous Improvement, technology or consulting roles
• Telecommunications expertise: Demonstrable and relevant practical experience working with and for Telecommunications organisations (B2C, B2B, Quad Play) and a clear understanding of the sector nuances and needs
• Regulatory: Demonstrable experience and knowledge of US Telecommunications regulations and their changing landscape.