Reinvention Lead – Customer Experience & Channels

AVANADE ASIA PTE LTD; Singapore; On-site; SGD 180,000 - 280,000; Full time

Job summary

Avanade Asia PTE LTD is seeking a Reinvention Lead to drive transformation in Customer Experience and Channels across the APAC region. You will shape how AI enhances customer growth, engagement, and digital service across sales, service, and support, partnering with senior clients and Microsoft to deliver strategic outcomes.

The role requires a seasoned executive with deep CX expertise, a strong track record in advisory roles, and a passion for applying AI to improve customer journeys and

Qualifications

• 10+ years in customer experience, digital channels, or contact centre transformation.
• CXO advisory experience with executives.
• Deep understanding of customer journeys and self-service.
• Practical command of AI value in customer engagement, including agent assist and personalization.
• Strong judgement on trust, risk, security in customer-facing AI.
• Working knowledge of APAC consumer obligations affecting AI.

Responsibilities

• Own the Customer Experience & Channels domain across APAC.
• Lead AI-enabled customer growth, personalization, loyalty and digital service.
• Build executive workshops and strategic partnerships, including joint activity with Microsoft.
• Advise Boards and CXOs on customer transformation and growth strategies.

Skills

CXO Advisory

AI in CX

Customer Journeys

Contact Centre

Digital Channels

Job description

Reinvention Lead - Customer Experience & Channels

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 Leadership

• 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.

Executive Advisory & Business Growth

• Advise Boards and CXOs on custom...

SKILLS AND EXPERIENCE

• 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 - com...

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...

About Avanade

As you bring your skills and abilities to Avanade, you will get distinctive experiences, limitless learning, and ambitious growth in return. As we continue to build our diverse and inclusive culture, we become even more innovative and creative, helping us better serve our clients and communities. You will join a community of smart, supportive collaborators to lift, mentor, and guide you, and to lean on your expertise.

You get a company purpose-built for business-critical, leading-edge technology solutions, committed to improving the way humans work, interact, and live. Its all here, so take a closer look!

Create a future for our people that focuses on

• Expanding your thinking
• Experimenting courageously