Reinvention Lead – Customer Experience & Channels

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 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 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 Leadership 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. Capability & Practice Development 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. 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. . 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 — complaints handling, vulnerable customers and regulated advice. WAYS OF WORKING Based in ANZ or SEA with APAC-wide deployment and regional travel. Works from customer outcome backwards, not technology forwards. Prototypes early with FDEs and Service Designers. Stays close to operational constraints across digital, contact centre, workforce and technology environments. Balances growth, service quality, cost and trust. .