Director - Digital Transformation and Customer Experience

About the role

WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation serving 700+ clients across 10 industries. The Director - Digital Transformation and Customer Experience (CX) leads end-to-end digital CX transformation engagements for global clients in the BPM domain, acting as a trusted advisor to CXO stakeholders. Day-to-day work includes defining CX transformation strategies, architecting AI and cloud contact center solutions, driving pre-sales and ROI modeling, and leading consulting teams. Location: Gurgaon, Haryana, India.

What you’ll do

• Lead large-scale digital CX and contact center transformation programs ensuring delivery of committed outcomes
• Act as a strategic advisor to CXO-level stakeholders and drive transformation roadmaps
• Own end-to-end consulting lifecycle including diagnostics, solution design, and value realization
• Define CX transformation strategies including journey redesign and omnichannel enablement
• Architect digital solutions covering AI, automation, analytics, and cloud contact center technologies
• Apply design thinking methodologies to enhance customer experience and reduce effort
• Drive pre-sales activities including opportunity identification, pitching, and solution articulation
• Develop business cases and ROI models to quantify transformation value

What you’ll bring

• Bachelor's degree
• Experience leading and delivering end-to-end digital CX transformation engagements for global clients in the BPM domain
• Awareness and experience with Gen AI and Agentic AI platforms, hyperscalers, and conversational AI solutions
• Ability to act as a trusted advisor to senior stakeholders and drive transformation roadmaps
• Experience defining CX transformation strategies including journey redesign and omnichannel enablement
• Experience architecting digital solutions covering AI, automation, analytics, and cloud contact center technologies
• Experience applying design thinking methodologies to enhance customer experience and reduce effort
• Experience leading large-scale digital CX and contact center transformation programs

Skills

Education

Bachelor's degree