AI-Powered Customer Transformation Lead

7602 Avanade Asia Pte Ltd Company; Singapore; On-site; SGD 180,000 - 260,000; Full time

Job summary

Avanade leads customer transformation initiatives across APAC, driving growth and enhanced experiences through AI-enabled channels and digital service. You will shape journeys, advise CXOs, and collaborate with Microsoft to deliver strategic client engagements that improve conversion, loyalty, and efficiency.

Based in ANZ or SEA with APAC-wide deployment, you will guide journeys from diagnosis to target experience, balancing growth, service quality, cost, and trust, while building scalable

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 opportunities into signed work.

Skills

Customer experience

Digital channels

Contact centre transformation

Service operations

Customer-led consulting

CXO advisory

AI in customer engagement

Trust and risk in AI

APAC regulatory awareness

Job description

Avanade leads customer transformation initiatives across APAC, driving growth and enhanced experiences through AI-enabled channels and digital service. You will shape journeys, advise CXOs, and collaborate with Microsoft to deliver strategic client engagements that improve conversion, loyalty, and efficiency.

Based in ANZ or SEA with APAC-wide deployment, you will guide journeys from diagnosis to target experience, balancing growth, service quality, cost, and trust, while building scalable