Company Description
WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence – WNS’ core differentiator – with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.Our purpose is explicit: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.
Job Description
Role Overview:
Lead and deliver end-to-end digital CX transformation engagements for global clients in the BPM domain, driving business value through customer-centric strategy, technology-led innovation,



and operational excellence.
Act as a trusted advisor to senior stakeholders, enabling enterprises to reimagine customer journeys and achieve measurable outcomes across cost, experience, and efficiency.
Aware and experienced with new technologies, Gen AI and Agentic AI platforms, hyperscalers and solutions in the conversational AI space.
Key Responsibilities:
Client Leadership & Engagement Delivery
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.
Transformation Strategy & Solutioning
Define CX transformation strategies including journey redesign and omnichannel enablement.
Architect digital solutions covering AI, automation, analytics, and cl

📌 Director - Digital Transformation and Customer Experience (CX) (Gurugram)
🏢 Wns Global Services
📍 Gurugram