Customer Experience/CCaaS Go-to-Market & Solutioning Lead - Multiple Teams

We are looking for a Vice President to lead Contact Center and Customer Experience (CX) Transformation for our Banking & Financial Services (BFS) group, spanning Retail Banking, Cards & Payments, Lending, and Wealth Management clients. 

This is a dual-mandate, quota-carrying leadership role: the incumbent will originate and close transformation opportunities with new and existing BFS clients and lead the design and delivery of large-scale CX and contact center transformation programs — spanning operations redesign, digital/AI-led CX, and technology modernization, all within a highly regulated environment. 

The ideal candidate combines deep transformation delivery credibility with a genuine sales instinct — comfortable owning a revenue number, running C-suite conversations, and converting pipeline into signed, deliverable engagements.

Required Qualifications

• 15+ years of overall experience, with a minimum of 8–10 years in contact center/CX transformation, consulting, or BPO/BPM leadership roles.
• Demonstrated track record of leading large-scale (multi-million dollar) transformation programs from design through execution.
• Proven, quantifiable sales/business development track record — direct experience owning a revenue target and closing complex, multi-stakeholder deals.
• Hands-on familiarity with the CX/contact center technology ecosystem (CCaaS, CRM, WFM, conversational AI, analytics) — enough to credibly solution with clients, not just describe it.
• Direct domain experience in Banking and/or Financial Services — Retail Banking, Cards & Payments, Lending, or Wealth Management preferred.
• Working familiarity with the regulatory and risk/compliance considerations that govern customer-facing operations in banking.
• Executive presence and strong consultative selling skills; comfortable presenting to and negotiating with C-level client stakeholders.
• Experience operating within a BPO, BPM, IT services, or management consulting environment preferred.
• Bachelor's degree required; MBA or equivalent advanced degree preferred.
• Willingness to travel to client locations and delivery centers as needed.

Success Metrics/KPIs

• Annual bookings / revenue closed against target (primary metric — quota-carrying).
• Pipeline generated and conversion rate from qualified opportunity to signed contract.
• Transformation program delivery outcomes: CSAT/NPS improvement, cost-to-serve reduction, automation/self-service adoption, SLA adherence, and compliance/audit pass rates.
• Client retention and expansion (net revenue retention) across the BFS portfolio.
• Practice growth: team scaling, capability maturity, repeatable IP/accelerators developed.

What We Offer

• A high-visibility leadership mandate at the intersection of sales and transformation delivery, ownership of a strategic banking industry group, competitive base and incentive compensation, and the platform to shape how leading banks and financial institutions transform their customer experience.

Revenue ownership & deal closure

• Own and deliver an annual bookings/revenue target across the BFS portfolio, in partnership with account and sales leadership.
• Lead client conversations from qualification through commercial closure — shaping deal structure, pricing, and win strategy for large, complex transformation pursuits.
• Build and manage a qualified pipeline of CX/contact center transformation opportunities; represent the practice in RFPs, client pitches, and executive briefings.
• Act as a trusted advisor to CXOs (CX, Operations, Digital, Customer Care, Risk & Compliance) at client organizations, translating business pain points into transformation propositions.

Transformation strategy & delivery leadership

• Lead large-scale contact center and CX transformation programs end-to-end: current-state diagnostics, target operating model design, business case development, and multi-year execution roadmaps.
• Drive operational transformation levers — channel shift, self-service, workforce optimization, automation/AI-led servicing, and outcome-based commercial models — while maintaining regulatory and audit-readiness.
• Own program governance, client stakeholder management, and delivery quality across a multi-account portfolio.
• Build repeatable transformation frameworks, playbooks, and accelerators specific to Retail Banking, Cards & Payments, Lending, and Wealth Management customer journeys.

CX technology & solutioning

• Maintain working fluency across the CX/contact center technology stack — CCaaS platforms (NICE, Genesys, Five9, Amazon Connect), CRM (Salesforce Financial Services Cloud, Microsoft Dynamics), conversational AI/chatbots, workforce management (WFM/WFO), and analytics/QA (speech and text analytics, CSAT/VOC tooling).
• Understand adjacent banking-specific systems that shape CX transformation scope — core banking platforms (Temenos, FIS, Finastra), voice biometrics and authentication, fraud/dispute management systems, and digital banking channels.
• Partner with technology and analytics teams to embed AI/GenAI-led servicing, agent-assist, and automation into transformation solutions, with appropriate controls for data privacy and model risk.
• Evaluate and position partner/ISV technology within client solutions to differentiate proposals.

Domain & industry leadership

• Bring point-of-view and thought leadership on CX trends specific to banking (e.g., digital-first servicing, fraud and dispute resolution experience, collections and hardship servicing, KYC/onboarding friction reduction, complaint handling under regulatory scrutiny).
• Maintain working knowledge of the regulatory landscape governing client interactions (e.g., CFPB, FDIC, PCI-DSS, GDPR/data privacy, UK FCA Consumer Duty as applicable) and ensure transformation designs remain compliant.
• Represent BFS at industry forums, client advisory boards, and internal capability-building initiatives.

People & practice leadership

• Build, mentor, and scale a team of transformation consultants, solution architects, and delivery leads.
• Partner with HR/Talent to shape hiring, capability development, and career pathing for the transformation practice.