Associate Director – Customer Experience | Channels & Contact Centre | Deloitte India | Bengaluru

Job Description

Summary

Deloitte India is hiring an Associate Director – Customer Experience with deep expertise in Contact Centre Automation and Omnichannel Customer Engagement. This role in Bengaluru offers a unique opportunity to lead large-scale customer experience transformation programs, deliver measurable business value, and drive innovation across voice, chat, email, social, and self-service channels.

Ideal candidates are program management experts with experience in benefits realization, governance frameworks, and omnichannel contact centre technology platforms, who can inspire high-performing teams while ensuring program success.

Job Details at a Glance

Key Responsibilities

Program Leadership & Delivery

• Lead end-to-end delivery of large, complex programs in Contact Centre Automation.
• Develop, manage, and own program plans, schedules, budgets, and benefits realization frameworks.
• Align program objectives with business and customer strategies.
• Coordinate across multiple workstreams and technology roadmaps.

Program Governance & Assurance

• Establish and run robust governance structures, including steering committees and risk management processes.
• Ensure regulatory and organizational compliance throughout program execution.
• Drive benefits quantification, baselining, and tracking to ensure program objectives are achieved.
• Provide transparent reporting on program health, financials, risks, and benefits.

Stakeholder Management

• Engage with senior leadership, business sponsors, technology teams, and vendors to ensure alignment.
• Act as the primary escalation point for program-level risks and issues.
• Maintain proactive communication and stakeholder management across geographies.

Technical & Domain Expertise

• Provide thought leadership in designing and deploying omnichannel contact centre capabilities.
• Partner with architects and product owners to define scalable technology solutions.
• Stay current on emerging technologies, conversational AI, and digital channels.

Team Leadership

• Mentor and guide project managers and program team members.
• Foster a high-performance team culture, emphasizing accountability, collaboration, and quality delivery.

Required Skills & Competencies

• Expertise in Contact Centre Automation (voice, chat, bots, IVR, social, self-service).
• Experience with platforms like Genesys, NICE, Avaya, Amazon Connect.
• Strong program governance, benefits quantification, and financial management skills.
• Advanced stakeholder management, influencing, and communication abilities.
• Knowledge of Agile, Hybrid, and traditional delivery models.
• Analytical problem-solving with a structured, outcome-focused mindset.
• Proven experience in team leadership, mentoring, and building high-performing teams.

Qualifications

• Bachelor’s degree in Engineering, Technology, or Business. MBA preferred.
• Certifications in PMP, PRINCE2, MSP, or Agile Program Management highly desirable.
• Minimum of 15 years total experience, including at least 4 years managing large-scale contact centre transformation programs.

How You’ll Grow

• Engage in high-impact global projects and contribute to customer experience transformation initiatives.
• Access professional development through Deloitte University and leadership programs.
• Build cross-functional expertise in digital channels, program management, and business transformation.
• Explore global mobility and leadership growth opportunities.

Apply Now

If you are an experienced Associate Director with expertise in Channels and Contact Centre Automation, join Deloitte India to lead transformative customer experience programs.

👉 Apply Now on Deloitte Careers