Reinvention Lead - Customer Experience & Channels

Customer Growth & Experience Leadership

• Own the Customer Experience & Channels domain across APAC.

• Lead Avanade Next thinking on AI-enabled customer growth, personalisation, loyalty, digital service and assisted channels.

• Build senior market presence through executive workshops, client roundtables and strategic partnerships, including joint activity with Microsoft.

Executive Advisory & Business Growth

• Advise Boards and CXOs on customer engagement, channel strategy, contact centre economics and human-plus-AI service models.

• Originate and shape mandates that improve customer outcomes, growth, loyalty, service quality and operating efficiency.

• Partner with Client Groups, Industry Leads, Account Teams and Microsoft account teams to convert customer transformation opportunities into signed work, including co-sell where the customer and contact centre platform estate is in play.

Transformation Leadership

• Take clients from journey diagnosis to target experience, channel architecture, operating model and production roadmap.

• Design AI-enabled journeys across acquisition, onboarding, engagement, service, retention, complaints and support.

• Redesign digital, assisted and contact centre operations through agent assist, knowledge automation, proactive service and AI-enabled service models.

Capability & Practice Development

• Build customer transformation capability through hiring, mentoring and leadership.

• Contribute customer, channel and contact centre assets, benchmarks and patterns to the APAC library.

• Work closely with Service Designers, Trust Architects, Value Architects and FDEs to move from concept to production.

• Customer Experience & Channels method active across APAC within the first two quarters.

• 3 to 5 active mandates with a customer, digital channel or contact centre workstream.

• Measured improvement in conversion, containment, first contact resolution, cost-to-serve, adoption or time to resolution.

• Direct contribution to customer transformation pipeline and signed revenue.

• Reusable customer and channel patterns added from major engagements.

.

• 10+ years in customer experience, digital channels, contact centre transformation, service operations or customer-led consulting.

• CXO advisory experience with customer, digital, operations, technology or contact centre leaders.

• Deep understanding of customer journeys, digital self-service, assisted service, contact centre economics and service operations.

• Practical command of AI value in customer engagement, including agent assist, conversational AI, personalisation, quality and human-agent collaboration.

• Strong judgement on trust, risk, security and adoption in customer-facing AI.

• Working knowledge of the conduct and consumer obligations that constrain customer-facing AI in APAC — complaints handling, vulnerable customers and regulated advice.

• Based in ANZ or SEA with APAC-wide deployment and regional travel.

• Works from customer outcome backwards, not technology forwards.

• Prototypes early with FDEs and Service Designers.

• Stays close to operational constraints across digital, contact centre, workforce and technology environments.

• Balances growth, service quality, cost and trust.

.