Operator Consulting Experience Lead

Foundever®; Metro Manila; On-site; PHP 700,000 - 1,100,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Programme management

Analytical skills

Insight to ideas

Stakeholder engagement

Industry knowledge

Communication skills

Presentation skills

Lean Six Sigma

Data analytics

Workshop skills

Tools

PowerPoint

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.

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.

Key relevant experience required:

• 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.