- Principal
- 5+ years
The Principal, CXS Strategic Programs is a senior individual contributor in the CCO office who helps turn high-priority Customer Experience Services initiatives into coordinated, measurable change.
Responsibilities
- Lead and coordinate cross-functional strategic programs tied to CXS transformation, AI-enabled workflow improvement, operating-model evolution, integration planning, and CCO-sponsored priorities.
- Translate executive priorities into clear program charters, workstreams, milestones, owners, decision paths, dependencies, and measurable outcomes.
- Partner with CXS leaders, Operations, Finance, HR, Internal Communications, IT, Data, AI, Legal, and other stakeholders to align plans, surface risks, and resolve cross-functional dependencies.
- Identify and redesign work that can be simplified, automated, or augmented through AI or improved operating practices; help move opportunities from assessment through pilot, adoption, and scale.
- Develop practical KPIs, baselines, reporting rhythms, dashboards, and follow-up mechanisms that help leaders monitor transformation progress and value realization.
Requirements
- Nice to have: Consulting
- Nice to have: Operations
- Nice to have: Transformation
- Nice to have: Strategy experience