Country/Region Lead - Customer Experience & Data Analytics

About the Role :

The India Leader will provide strategic and operational leadership for all India-based operations, with a strong focus on Customer Experience, Business Process Operations, and Data Analytics.

This role requires a visionary yet hands-on leader who can drive excellence in service delivery, build and scale high-performing teams, and represent the India center in the global leadership ecosystem.

The role will involve overseeing end-to-end service delivery, operational excellence, talent strategy, and business transformation through process optimization, analytics, and automation.

The leader will partner closely with global stakeholders to ensure India remains a center of excellence for innovation, customer experience, and data-driven insights.

Key Responsibilities :

- Provide strategic direction and operational oversight for India operations across BPO, Customer Experience, and Data Analytics functions.

- Lead, inspire, and mentor the India leadership team to achieve business goals while fostering a culture of performance, inclusion, and innovation.

- Build and scale high-performing customer experience operations with a strong focus on quality, efficiency, and satisfaction metrics (CSAT, NPS, FCR, etc.

- Drive data-led transformation by leveraging analytics, automation, and AI to improve processes, reduce cost, and enhance customer outcomes.

- Partner with global business and functional leaders to align India's strategy with global objectives, ensuring synergy across teams.

- Oversee support functions including HR, Finance, Legal, Facilities, and IT to ensure operational excellence and compliance.

- Serve as the external face of the company in India, representing the organization with regulatory bodies, industry forums, and local partners.

- Ensure strong governance, compliance, and risk management practices across all business areas.

- Drive a continuous improvement culture focused on operational KPIs, process standardization, and talent development.

Experience and Expertise :

- 15+ years of leadership experience in BPO, Shared Services, or Global Capability Centers with deep exposure to Customer Experience and Data Analytics operations.

- Proven success in scaling large, multi-function operations with measurable business impact.

- Strong understanding of CX metrics, digital transformation, and data analytics platforms (e., Power BI, Tableau, Google Analytics, etc.

- Demonstrated ability to work across cultures and matrix organizations, influencing global stakeholders effectively.

- Experience in process re-engineering, automation (RPA/AI), and data-driven decision-making.

- Excellent financial acumen with experience managing P&L, budgets, and cost optimization programs.

- Strong people leadership, communication, and change management skills.

- Ability to manage multiple stakeholders and drive accountability across functions.

- Advanced degree in Business, Technology, or Analytics preferred.

Leadership Competencies :

- Customer-First Mindset : Deep passion for customer experience and operational excellence.

- Analytical Thinker : Uses data to drive strategy, decision-making, and measurable outcomes.

- Collaborative Leader : Builds trust and alignment across global and local teams.

- Innovator : Encourages experimentation, new ideas, and use of emerging technologies.

- Inclusive Leader : Builds diverse, empowered teams with a culture of growth and accountability.

- Strategic Executor : Balances long-term vision with short-term deliverables to ensure sustainable growth