Job Purpose:

- Responsible for defining, developing, and driving the technological vision for the organization's customer experience initiatives.
- Lead the adoption of cutting-edge technologies, ensure seamless system integration, and build scalable solutions to deliver superior customer engagement across all touchpoints.
- Oversee the end-to-end technology infrastructure of the Customer Experience Centre, ensuring operational excellence, data security, and innovative service delivery.
- Serve as a strategic technology visionary with deep knowledge in customer experience frameworks, network architecture, call center technologies, omnichannel systems, AI, and data analytics.

Key Result Areas & Supporting Actions:

Strategic Leadership

- Define and execute a visionary technology strategy that transforms the Customer Experience Centre into a globally recognized hub of innovation and excellence.
- Drive the digital transformation roadmap by integrating advanced technologies, including AI, machine learning, and Generative AI, to enable hyper-personalized customer experiences.
- Align technology initiatives with the organization's broader strategic objectives, ensuring scalable and future-ready solutions.

Compliance and Risk Management

- Ensure adherence to regulatory requirements, data privacy standards, and security protocols.
- Develop and implement risk mitigation strategies to protect technology assets and customer data.
- Establish robust disaster recovery and business continuity plans.

Technology Infrastructure Management

- Oversee the design, development, and maintenance of the technology stack, including CRM platforms, cloud solutions, and contact centre systems.
- Ensure a robust, scalable, and secure IT infrastructure that supports high-volume customer interactions across multiple channels (voice, chat, email, social media, etc.).
- Optimize technology performance and uptime to achieve and exceed SLA targets.
- Lead the implementation of enterprise-grade cybersecurity measures,



ensuring data integrity and compliance with global regulations.

Innovation and Transformation

- Pioneer the adoption of emerging technologies such as conversational AI, advanced analytics, blockchain, and augmented/virtual reality to redefine customer engagement models.
- Establish a culture of innovation by introducing proof-of-concept initiatives, testing disruptive technologies, and scaling impactful solutions.
- Identify opportunities to automate, streamline, and digitize processes, optimizing the efficiency and scalability of the Customer Experience Centre.

Operational and Financial Excellence

- Own the technology budget, ensuring cost optimization and delivering measurable ROI on technology investments.
- Balance the dual objectives of driving innovation and maintaining operational efficiency.
- Implement scalable and cost-effective solutions to meet the demands of a growing and energetic customer base.

Customer Experience Advocacy

- Be the executive champion for customer experience excellence, ensuring every technology decision enhances customer satisfaction, loyalty, and advocacy.
- Monitor global trends in customer expectations and competitor strategies to ensure the organization remains at the forefront of industry innovation.

Data-Driven Decision Making

- Develop advanced analytics frameworks to capture and analyze real-time customer insights, behavioral trends, and satisfaction metrics.
- Leverage predictive and prescriptive analytics to enhance decision-making and proactively address customer needs.
- Implement comprehensive reporting dashboards to provide executive leadership with actionable insights into performance, risks, and opportunities.

Stakeholder and Partner Management

- Act as the technology liaison to the C-suite, board of directors, and other senior leaders, providing strategic insights and actionable recommendations.
- Manage relationships with key technology vendors, external partners, and outsourced service providers to maximize value and drive innovation.
- Collaborate with global stakeholders to ensure alignment across regional and international operations.

📌 Technical Head - Customer Experience Centre (Mumbai)
🏢 Sun Life
📍 Mumbai