Vice President - Digital Engagement Lead

EXL (NASDAQ: EXLS) is a global analytics and digital solutions company that partners with clients to improve business outcomes and unlock growth. Bringing together domain expertise with robust data, powerful analytics, cloud and AI to create agile, scalable solutions and execute complex operations for the world’s leading corporations.

EXL was founded on the core values of innovation, collaboration, excellence, integrity and respect creating value from data to ensure faster decision-making and transforming operating models. Key industries include Insurance, Healthcare, Banking and Financial Services, Media, and Retail among others. Headquartered in New York, our team is over 55,000 strong, with more than 50 offices spanning six continents.

As a VP, Digital Engagement Lead at EXL, you will be at the forefront of driving digital transformation for our clients, leveraging AI and customer experience (CX) strategies, particularly within the Banking, Financial Services, and Insurance sectors. Your role will involve defining and implementing digital CX and AI strategies, leading opportunity identification and solution design, fostering client relationships, and ensuring successful project delivery.

You will work closely with multi-disciplinary teams to generate innovative solutions and demonstrate the value of data-led CX transformation. This position requires a deep understanding of CX technologies and architecture, strong leadership skills, and a proven track record in managing P&L for digital projects. You will be instrumental in helping clients achieve their business goals through advanced digital solutions.

As part of your duties, you will be responsible for:

• Consultatively shape AI and CX opportunities along with clients.
• Drive solutioning for AI and Data-led transformation opportunities in CX and broader digital transformation space.
• Define and implement the digital CX and AI go-to-market strategy for the target industry segments, with a specific focus on Financial Services, Banking, and Insurance.
• Lead opportunity identification, progression and closure for end-to-end customer value chain transformation for our clients.
• Lead creation of CX solution design and roadmap, and its implementation across critical CX capabilities including Conversational AI implementation in CX workflow.
• Foster deep relationships with client stakeholders by demonstrating insight and thought leadership on application of digital in their context to help them meet their business goals.
• Implement the CX consulting deliverables, including blueprinting and assessments.
• Own P&L of CX transformation for the target industry/service lines.
• Ensure knowledge sharing and CX best practices between teams to drive a robust digital ecosystem.

Qualifications and experience we consider to be essential for the role:

• 12+ years of proven track record in leading CX transformation and driving P&L of digital teams.
• Significant industry/domain experience in Banking, Financial Services, and Insurance.
• Strong expertise in one or more CCaaS solutions like NICE, Genesys, AWS.
• Demonstrated experience in working with both senior business and technology stakeholders.

Skills and Personal attributes we would like to have:

• Work with clients in a consultative way.
• P&L Management for digital consulting projects for the target business area.
• Think innovatively and design and deliver client-oriented digital solutions.
• Be the trusted advisor to clients on how to create value through digital.
• Have deep domain and technical acumen.
• Proven influencing and collaboration skills.
• Structured leadership communication and presentation skills with strong executive presence.

As part of a leading global analytics and digital solutions company, you can look forward to:

• A competitive salary with a generous bonus, private healthcare, critical illness life assurance at 4 x your annual salary, income protection insurance, and a rewarding pension.
• A flexible hybrid working model that allows employees to live a balanced, healthy lifestyle while strengthening our culture of collaboration.

To be considered for this role, you must already be eligible to work in the United Kingdom.