About EXL:
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 Role/Responsibilities:
- Consultatively shape CX opportunities along with clients and Drive solutioning for CX problem statements.
- Define and implement the digital CX go-to-market strategy for the target industry segments
- Lead opportunity identification, progression and closure for end-to-end the customer value chain transformation for our clients
Lead creation of CX solution design and roadmap, and its implementation across the critical CX capabilities including:
- Customer experience design, customer journey mapping
- Conversational AI implementation in CX workflow
- Solution architecture (features, functionalities, upstream & downstream impact on the CX workflow)
- Technical architecture (data flow, technologies, how they interact and integrate, technology selection, scalability, security)
- Strong expertise in one or more CCaaS solutions like NICE, Genesys. Range of capabilities to manage inbound and outbound customer interactions across various channels such as voice, email, chat, social media, and SMS
- Foster deep relationships with client stakeholders by demonstrating insight and thought leadership on application of digital in their context to help them meet their business goals
- Work with teams across the business to generate innovative CX solutions
- Implement the CX consulting deliverables, including blueprinting and assessments.
- Work with BU/account leadership to define a clear and compelling CX digital strategy for clients for target business/industry areas
- Own P&L of CX transformation for the target industry/service lines
- Ensure knowledge sharing and CX best practices between teams to drive a robust digital ecosystem
- Define and demonstrate the value proposition of data-led CX transformation for clients
Qualifications:
- 12+ yrs of proven track record in leading CX transformation and driving P&L of digital teams
- Customer experience design, customer journey mapping
- Conversational AI implementation in CX workflow
- Solution architecture (features, functionalities, upstream & downstream impact on the CX workflow)
- Technical architecture (data flow, technologies, how they interact and integrate, technology selection, scalability, security)
- Strong expertise in one or more CCaaS solutions like NICE, Genesys, AWS. Range of capabilities to manage inbound and outbound customer interactions across various channels such as voice, email, chat, social media, and SMS
- Should have led large technology-led organizational change initiates
- Should have led 20+ teams of multi-disciplinary capabilities including solution architects, delivery leaders, technical architects, automation and analytics SMEs, and developers.
- Demonstrated experience in working with both senior business and technology stakeholders
