Reinvention Lead – Customer Experience & Channels

Avanade Inc.; Singapore; On-site; SGD 180,000 - 240,000; Full time

Job summary

Avanade Singapore seeks a senior customer transformation lead for Avanade Next to drive AI-enabled growth, engagement and excellence across sales, service and support.

You will shape journeys, channels and operating models across APAC, mentor teams, and partner with Microsoft to deliver measurable transformation for clients.

Responsibilities

• Own the Customer Experience & Channels domain across APAC.
• Advise Boards and CXOs on customer engagement, channel strategy and contact centre economics.
• Design AI-enabled journeys across acquisition, onboarding, engagement, service, retention and support.
• Lead transformation by shaping operating models, production roadmaps and reusable patterns.

Job description

The senior customer transformation lead for Avanade Next. Owns how AI changes customer growth, engagement, digital channels, assisted service and contact centre operations across sales, service and support.

KEY RESPONSIBILITIES

Customer Growth & Experience LeadershipOwn 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.Executive Advisory & Business GrowthAdvise 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.Transformation LeadershipTake 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.Capability & Practice DevelopmentBuild 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.

KEY MEASURES

Customer Experience & Channels method active across APAC within the first two quarters.3 to 5 active mandates with a customer, digital channel or contact centre workstream.Measured improvement in conversion, containment, first contact resolution, cost-to-serve, adoption or time to resolution.Direct contribution to customer transformation pipeline and signed revenue.Reusable customer and channel patterns added from major engagements.

Equal Employment Opportunity Statement

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Avanade is committed to providing veteran employment opportunities to our service men and women.

Please read Avanade's Hiring and Privacy Statement for more information on how we process your data during the Recruiting and Hiring process.