Company Name

GENPACT ( Hyderabad )

Job Description

• Responsibilities :

  •  Define and own the global IT Customer Experience strategy aligned with IT and business objectives.
  •  Establish a future-focused vision for user support emphasizing automation, self-service, and user empowerment.
  •  Lead, mentor, and develop a high-performing global CX team, fostering collaboration across regions and cultures.
  •  Champion the adoption of AI-driven support tools including Generative AI, chatbots, intelligent knowledge bases, and virtual assistants.
  •  Drive initiatives to eliminate Level 1 IT support calls through automation and predictive issue resolution.
  •  Lead the introduction and scaling of digital experience platforms and self-healing systems.
  •  Define and track performance metrics and KPIs to measure service quality, user satisfaction, and adoption.
  •  Analyze support trends to identify pain points and opportunities for continuous improvement.
  •  Ensure technical and operational readiness for new tools and services.
  •  Serve as the voice of the customer within Digital Technologies (DT), ensuring user experience is central to service design.
  •  Collaborate with IT Operations, Infrastructure, Security, Applications, and external partners to ensure seamless service delivery.
  •  Manage vendor relationships and financials to ensure quality services are delivered within budget.
  •  Partner with Change Management and Communications teams to drive adoption of new tools and processes.
  •  Lead change readiness initiatives to ensure smooth transitions and high user engagement.

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