Description About this role  Client Experience (CX) Transformation Partner, Director / Vice President Are you passionate about helping businesses solve complex challenges and supporting them through critical transformations to improve the client and employee experience? As a Transformation Partner, you will work as part of the Client Experience Transformation team. This group is focused on accelerating our efforts to transform the way we deliver the service experience to our clients. We conduct client, employee and market research to drive our transformation strategy and inform the necessary people, process and technology solutions. The role of the Transformation Partner is to serve as a strategic consulting partner aligned to a specific area of the client experience and one (or more) members of the Client Experience Senior Leadership Team. You will be responsible for understanding the business strategy of your transformation focus area and serving as a voice of the function across all transformation efforts. Your job will be to identify and understand the transformation opportunities, develop proposed solutions (including process optimization), align with stakeholders on solution approach, requirements and priority. Once stakeholder alignment is achieved, the role of the Transformation Partner is to orchestrate the necessary programs and/or projects to deliver the solution, including articulation of necessary resources and skills to achieve the required outcomes. You will leverage the Client Experience Transformation SME resources (insights/research, data, analytics, engineering, process automation, project management, change management, communications, knowledge/training) as appropriate. As part of this orchestration, “connecting dots” across all transformation efforts is essential to identify synergies, dependencies and change management required. Once solutions are developed and deployed, the Transformation Partner is responsible for understanding if the desired outcomes have been achieved and if the underlying problem has been addressed and orchestrating necessary optimizations and future enhancements as needed.

Excellent communication and interpersonal skills as demonstrated by your ability to command a room (both in person and virtually) and influence partners and executives with ease

Demonstrable experience working in a role focused on CX/customer/employee strategy and/or program management, business or digital transformation programs or consulting, voice of the client/employee, or customer insights work using data to inform ideation and solution design