VP - CX CCaaS - CES Practice Lead

EXL; United States; On-site; USD 200,000 - 225,000; Full time

Job summary

A leading global services firm is seeking a VP - CX CCaaS - CES Practice Lead to drive Google partnership initiatives and enhance enterprise customer experience solutions. The successful candidate will lead client engagements, develop marketing strategies, and ensure operational excellence in AI-driven solutions. This role requires significant experience in executive leadership and digital transformation, as well as the ability to manage relationships with C-suite executives. A competitive salary is offered, reflecting the high level of responsibility.

Qualifications

• 15+ years of experience in client leadership and digital transformation.
• Strong understanding of AI and data management in consulting.
• Proven ability to inspire teams and manage C-suite relationships.

Responsibilities

• Lead client engagements and shape transformational solutions.
• Develop and execute go-to-market strategies for enterprise clients.
• Oversee delivery of AI-enabled customer experience solutions.
• Act as executive sponsor for partnerships and industry representation.
• Drive revenue growth and manage governance structures.

Skills

Executive client leadership

Digital transformation

Customer experience solutions

Influencing skills

Strategic problem solving

Tools

Google Cloud

AI solutions

Job description

EXL, from our beginnings in business process services to becoming a global leader in data and AI, EXL brings 25+ years of proven expertise helping enterprises transform and redefining what's possible for our clients.

We partner with leading companies in insurance, healthcare, banking and capital markets, retail, media and communications, and energy and infrastructure to reimagine business models, deliver measurable outcomes, and accelerate innovation.

While nearly 70% of enterprise AI initiatives fail, EXL consistently delivers a 90% success rate by integrating deep industry knowledge, robust data and analytics capabilities, and cutting-edge AI implementation in client workflows—turning complexity into value at scale.

At EXL, innovation isn't just a buzzword—it's how we solve complex challenges and create lasting value. By integrating cutting-edge technologies like machine learning, AI, and cloud computing, we enable our clients to stay ahead of the curve. Whether it's revolutionizing customer experiences, streamlining back-office operations, or uncovering new revenue streams, innovation fuels everything we do.

About the Job:

The VP - CX CCaaS - CES Practice Lead will drive EXL’s Google CES practice, acting as the key executive for client engagement, strategic partner initiatives, governance, and GTM execution. This leader will leverage EXL and Google’s collective capabilities in data, analytics, and AI to position the practice for accelerated growth and market leadership, delivering measurable impact for enterprise clients.

Responsibilities:

• Serve as the primary executive lead for client discussions, shaping transformational customer experience solutions leveraging Google and EXL’s capabilities.
• Build and deepen relationships with Google and EXL’s partner team, setting governance models and driving joint delivery milestones.
• Develop and execute GTM strategies around marketing, positioning, demand generation, and account pursuits, targeting enterprise clients in key verticals.
• Oversee the delivery of data-driven, AI-enabled CX solutions, ensuring operational excellence and real-world value realization for clients across industries such as insurance, banking, healthcare, and retail.
• Act as EXL’s executive sponsor for Google partnership programs, representing EXL at industry events, roundtables, and executive briefings.
• Shape and manage governance structures with both internal and partner teams to ensure compliance, innovation, and strategic alignment.
• Foster an agile, collaborative culture—bridging sales, digital, analytics, data engineering, and customer experience teams within EXL and with Google.
• Drive revenue growth by identifying new opportunities, expanding footprint within existing clients, and closing large, transformative deals aligned to EXL’s $2B growth ambition.

Qualifications:

• 15+ years’ proven success in executive client leadership, large-scale digital transformation, and customer experience solutions—preferably in data/AI consulting, enterprise CX, or technology partnership roles.
• Executive presence, business acumen, and C-suite relationship management abilities.
• Understanding of Google Cloud/customer experience platforms, digital transformation, data management, and AI solutions.
• Track record of commercial success growing large programs with high-margin analytics, technology-enabled, or data-driven offerings.
• Experience structuring and running complex governance with cross-functional, multi-organizational teams.
• Communication, strategic problem solving, and influencing skills; proven ability to inspire teams and clients toward shared outcomes.
• US-based, able to travel nationally for client and partner engagements.

The typical base pay range for this role across the U.S. is USD $200,000 - $225,000 per year.

For more information on benefits and what we offer please visit us at https://www.exlservice.com/us-careers-and-benefits