AI-Driven CX & Channels Transformation Lead

Avanade; Singapore; Hybrid; SGD 180,000 - 280,000; Full time

Job summary

Avanade is seeking a senior customer transformation lead to drive AI-enabled growth across customer experience, channels and contact centre operations in APAC. You will shape executive-level strategies, collaborate with Microsoft, and guide boards on engagement, channel strategy and operating models.

You will build capabilities, lead cross-functional teams, and design journeys from acquisition to support, transforming digital and assisted service with AI-driven efficiency.

Qualifications

• 10+ years in customer experience, digital channels, contact centre transformation, service operations or customer-led consulting.
• CXO advisory experience with customer, digital, operations, technology or contact centre leaders.
• Deep understanding of customer journeys, digital self-service, assisted service, contact centre economics and service operations.
• Practical command of AI value in customer engagement, including agent assist, conversational AI, personalisation, quality and human-agent collaboration.
• Strong judgement on trust, risk, security and adoption in customer-facing AI.
• Working knowledge of the conduct and consumer obligations that constrain customer-facing AI in APAC — complaints handling, vulnerable customers and regulated advice.

Responsibilities

• Own the Customer Experience & Channels domain across APAC.
• Lead Avanade Next thinking on AI-enabled customer growth, personalisation, loyalty, digital service and assisted channels.
• Build senior market presence through executive workshops, client roundtables and strategic partnerships, including joint activity with Microsoft.
• Advise Boards and CXOs on customer engagement, channel strategy, contact centre economics and human-plus-AI service models.
• Originate and shape mandates that improve customer outcomes, growth, loyalty, service quality and operating efficiency.
• Partner with Client Groups, Industry Leads, Account Teams and Microsoft account teams to convert customer transformation opportunities into signed work, including co-sell where the customer and contact centre platform estate is in play.
• Take clients from journey diagnosis to target experience, channel architecture, operating model and production roadmap.
• Design AI-enabled journeys across acquisition, onboarding, engagement, service, retention, complaints and support.
• Redesign digital, assisted and contact centre operations through agent assist, knowledge automation, proactive service and AI-enabled service models.
• Build customer transformation capability through hiring, mentoring and leadership.
• Contribute customer, channel and contact centre assets, benchmarks and patterns to the APAC library.
• Work closely with Service Designers, Trust Architects, Value Architects and FDEs to move from concept to production.

Skills

Customer experience

Digital channels

Contact centre transformation

Service operations

CXO advisory

AI in customer engagement

Personalisation

Conversational AI

Trust & security

APAC regulatory awareness

Job description

Avanade is seeking a senior customer transformation lead to drive AI-enabled growth across customer experience, channels and contact centre operations in APAC. You will shape executive-level strategies, collaborate with Microsoft, and guide boards on engagement, channel strategy and operating models.

You will build capabilities, lead cross-functional teams, and design journeys from acquisition to support, transforming digital and assisted service with AI-driven efficiency.