Director - Digital Transformation and Customer Experience (CX)

Director - Digital Transformation and Customer Experience (CX)

Company Description

WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence – WNS’ core differentiator – with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.

Job Description

Role Overview:

Lead and deliver end-to-end digital CX transformation engagements for global clients in the BPM domain, driving business value through customer-centric strategy, technology-led innovation, and operational excellence.

Act as a trusted advisor to senior stakeholders, enabling enterprises to reimagine customer journeys and achieve measurable outcomes across cost, experience, and efficiency.

Aware and experienced with new technologies, Gen AI and Agentic AI platforms, hyperscalers and solutions in the conversational AI space.

 

Key Responsibilities:

 

Client Leadership & Engagement Delivery

• Lead large-scale digital CX and contact center transformation programs ensuring delivery of committed outcomes.
• Act as a strategic advisor to CXO-level stakeholders and drive transformation roadmaps.
• Own end-to-end consulting lifecycle including diagnostics, solution design, and value realization.

 

Transformation Strategy & Solutioning

• Define CX transformation strategies including journey redesign and omnichannel enablement.
• Architect digital solutions covering AI, automation, analytics, and cloud contact center technologies.
• Apply design thinking methodologies to enhance customer experience and reduce effort.

 

Pre-Sales & Growth Enablement

• Drive pre-sales activities including opportunity identification, pitching, and solution articulation.
• Develop business cases and ROI models to quantify transformation value.
• Create differentiated value propositions aligned to market trends.

 

CX Analytics & Operational Excellence

• Conduct process diagnostics and benchmarking to identify improvement opportunities.
• Leverage analytics to improve KPIs such as CSAT, NPS, AHT, and FCR.
• Optimize contact center operations through digital adoption and automation.

 

Capability Building & Thought Leadership

• Develop transformation frameworks, toolkits, and reusable assets.
• Create thought leadership content on CX trends and innovations.
• Collaborate across teams to co-create solutions.

 

Stakeholder & Team Leadership

• Build strong relationships with senior client stakeholders.
• Lead and mentor consulting teams driving delivery excellence.
• Foster collaboration across internal and partner ecosystems.

Qualifications

Bachelor's degree

Experience Level

Executive Level