AIonOS - Consultant/Senior Consultant - Customer Experience & Digital Transformation

Reporting To: Senior Vice President Technology & CX Transformation

Role Summary:

- This role blends strong technical execution with business problem-solving skills, driving digital and CX transformation programs across multiple customer engagements.

• The individual will work very closely with business stakeholders in a consultative manner to identify transformation opportunities, define the business case, draw the solution roadmap, work with delivery & support team for execution and driving/owning the final transformation outcome.

Key Responsibilities:

• Own and drive end-to-end Customer Experience (CX) and Digital Transformation programs across customer business units, functioning as a Centre of Excellence (COE).

• Lead the concept-to-execution lifecycle including opportunity identification, solution design, implementation, and value realization.

• Deliver measurable outcomes across P&L impact, ROI, customer satisfaction, and operational efficiency.

• Champion change management and adoption, ensuring sustainable transformation outcomes.

• Actively contribute to enterprise-wide strategic initiatives, innovation agendas, and technology forums.

Program Governance & Delivery:

• Establish and manage program governance frameworks, KPIs, and success metrics for transformation initiatives.

• Drive cross-functional alignment to ensure seamless execution across business, operations, and technology teams.

• Proactively manage risks, dependencies, and milestones, ensuring timely and high-quality delivery.

• Track and report benefits realization and business impact to senior leadership.

Stakeholder & Client Engagement:

• Lead and participate in client workshops, discovery sessions, RFP responses, and solution demonstrations.

• Act as a trusted advisor to clients and internal stakeholders, shaping CX and digital strategies.

• Collaborate with senior leadership to define roadmaps, prioritize initiatives, and align transformation goals.

• Influence decision-making through data-driven insights, business cases, and strategic recommendations.

Skills & Qualifications:

• Hands-on exposure to automation and digital platforms / products.

- Strong analytical and communication skills.

• AI, analytics, or CX tool familiarity.

Good to Have:

• Agile / Scrum knowledge.