В раздел «Карьера»

Solution Director - Customer Experience

  • Отдел: Corporate

  • Reports To: SVP Services of Columbus Group

  • Город: Hyderabad


Columbus is looking for an exceptional Customer Experience leader to head Columbus go-to-market execution for Customer Experience Service line. You will have the mandate of enabling Columbus to establish, sustain and grow our market position in the Customer Experience domain.

Solution Management Function in Columbus aims at:

  • Defining and owning overall value proposition and go-to-market strategy for surrounding core ERP and other business solutions with focus on Customer Experience
  • Coordinate offering management with our go-to-market planning (marketing and sales)
  • Defining and executing tools, platforms and alliance strategy
  • Defining packaged offerings combining Services, solution and products for our target market in Food, retail and Manufacturing verticals and facilitating go-to-market activities
  • Establishing off-shore based delivery competency (people, tools and processes) for packaged services and ensure SLAs driven service delivery
  • People leadership for Global service team delivering services to Columbus BUs

Main purpose of the job

Solution Director – Customer Experience will own Customer Experience service line and drive market growth working together with customer facing BUs. The role will enable Columbus sales and customer facing Business Units with conceptualizing, marketing and selling innovative services and solutions around Business Analytics. A high degree of customer orientation, business solution design capability and commercial thinking is key for winning in this role.

The key expectations from this role are:

  • Bring deep experience and understanding of Customer experience space to Columbus. Knowledge areas include Customer engagement strategies, e-commerce, Retail customer engagement, Relationship Management solutions (xRM) together with digital enablement strategies of Customer Experience (Social, Mobility, Analytics and Cloud).
  • Develop sharp and well-articulated value proposition around Customer engagement for our target verticals of Food, retail and Manufacturing.
  • Engage with Columbus sales teams and customers to educate them and evangelize Customer Experience offerings.
  • Develop, own and track business plans and associated business KPIs to grow Customer Experience portfolio.
  • Own development of Customer Experience service offerings, working closely with Offering Management, Marketing and Sales functions.
  • Work with number of Columbus Business Units to enable go-to-market, pre-sales and sales of Customer Experience solutions.
  • Lead key customer engagements around Customer Experience strategy, solution design and solution governance managing key customer stakeholders.

You will closely work with a number of Service Directors (in various geographies) and collaborate with them to enable pre-sales, sales and delivery of Customer Experience solutions. You will report to the Senior Vice President of Services based in Columbus corporate.


  • Graduate degree in Computer Science or Engineering or Technology
  • Master degree, in Business and Administration, or similar is preferable (commercial and IT in combination is an advantage)


  • 15+ years’ of total experience within IT Services industry
  • 5+ years of business lead or architecture lead experience in Customer Experience domain
  • Should have handled business line level ownership with clear business revenue linked objectives
  • Demonstrable experience in delivering Customer Experience solutions to global customers, both in Subject matter expert and leadership roles.
  • Expert level competency in understanding, articulating and conceptualizing emerging digital trends in Customer Experience space.
  • Demonstrable experience with driving go-to-market activities with participation from diverse geographies.
  • Demonstrable global outlook and ability to work in culture-neutral manner

Professional Persona

  • You have a passion for Customer Experience domain and demonstrate clear thought leadership.
  • You have a point of view on value proposition and business value of Customer Experience solutions.
  • You are capable of engaging with clients (internal and external) to communicate business value and benefits.
  • You have deep understanding of Customer Experience platforms and tools.
  • You can drive innovation especially towards merging Customer Experience with emerging Digital trends (Social, Mobility, Analytics and Cloud).
  • You have a good understanding of Go-To-Market planning and execution.
  • You understand Business Operations Business models, Forecasts, Revenue & budgets, Metrics & Key Performance Indicators) and adopt a structured approach to organize your work.
  • You have an energetic and passionate approach to people and challenges.
  • You are a proactive “problem solver,” focused on high quality results.
  • You put in practice excellent stakeholder management skills in your daily work.
  • You are an assertive and clear communicator with bias for over-communication (fluent in English, both verbal and written).
  • You are able to delegate effectively - with precise description of the task, objectives and performance as well as strong on follow up on results.

As a person

  • You are self-starter and self-driven.
  • You are demanding and ambitious, but at the same time, you are compassionate and have empathy.
  • You exhibit good high level of emotional intelligence in your interactions and can handle conflicts and setbacks in a healthy manner.
  • You can create trust and win support for own ideas / views of your colleagues.
  • You are results-driven.
  • You are able to manage peak workloads and have high stress tolerance.
  • You have hands-on approach to work with attention to details, while maintaining focus on the big picture.
  • You are assertive and not hesitant to put forward your views but you listen to others in order to understand.
  • You have balanced approach to leadership - "give and take" – ability to compromise.
  • You have bias for data over opinions and have good analytical abilities.
  • You deliver and expect high quality standards.
  • You exhibit high integrity in all your interactions and are aware of your value system as your internal map.