Financial Services Digital Customer Experience Strategy Leader

Key Responsibilities

• Lead All Large Digital Customer Experience Deals
• Serve as the executive deal lead for all large and strategic CX transformation pursuits across North America
• Own deal strategy, encompassing shaping, solutioning, storytelling, value articulation, estimation, and competitive differentiation
• Lead cross-functional pursuit teams (strategy, architecture, delivery, pricing, industry, partner ecosystem) to craft compelling proposals
• Engage directly with C-suite stakeholders to define outcomes tied to revenue growth, customer experience improvement, and operational efficiency
• Act as the primary executive representative and brand ambassador for all major DCX transformations

Customer Experience Strategy and Consulting

• Lead CX visioning, maturity assessments, journey transformation strategies, and future state operating model design
• Advises financial services leaders on unifying sales, service, marketing, and operations with modern digital, cloud, data, and AI platforms
• Translate customer pain points into multi-year, multi-platform transformation roadmaps

Enterprise CX Technology Strategy

• Define and articulate the overarching technology strategy for digital CX initiatives within the financial services industry, aligning with business objectives and customer-centric goals
• Develop enterprise technology solution strategies for CRM, marketing automation, case management, personalization, journey orchestration, and intelligent operations
• Work closely with solution architects to ensure that technology solutions across various stacks are cohesive, scalable, and effectively address customer needs and business requirements
• Guide clients on platform selection, modernization, integration, and maximizing ROI

Customer-centric Program Planning

• Focus intensely on customer goals, developing comprehensive program plans that drive measurable outcomes and enhance the overall customer experience
• Build program plans, value frameworks, governance structures, and executive reporting models for large-scale CX transformations

Market and Thought Leadership

• Create compelling thought leadership on the future of CX, AI-driven servicing, personalized banking, and connected customer journeys
• Present at industry forums and executive briefings, shaping brand perception in the market
• Develop frameworks, accelerators, and methodologies that differentiate our CX practice

Partner Ecosystem Leadership

• Leverage strategic relationships with Salesforce, Microsoft, Adobe, Pega, and key fintech/AI partners
• Shape co-innovation initiatives and joint go-to-market (GTM) strategies
• Stay ahead of platform roadmaps, competitive dynamics, and new capabilities