Join us as a Director/Senior Director to spearhead CX + AI Strategy, a pivotal leadership role bridging business and practice development. This position is ideal for a visionary leader who excels at both securing new business and cultivating a robust AI-native customer experience offering. You will be instrumental in shaping our market-facing strategy, building a high-performing delivery team, and driving significant growth.

Your week will involve engaging with C-suite executives to define transformative initiatives, collaborating with designers and AI strategists to craft innovative solutions, and working with leadership to guide practice investment and direction. This is an opportunity to make a substantial impact on our clients' businesses and our firm's strategic direction.

Own and grow a significant book of business, surpassing annual revenue targets through new client acquisition and expansion within existing accounts. Cultivate a robust pipeline to ensure consistent growth. Leverage your network to open doors at the CXO level across diverse industries and convert strategic discussions into tangible statements of work.

Lead end-to-end high-stakes pursuits, including proposal development, pricing, risk assessment, negotiation, and closing deals. Foster deep, multi-year transformation programs from initial engagements and nurture key accounts into substantial, long-term relationships.

Establish and manage strategic alliances with hyperscalers, foundation model providers, and platform companies to unlock collaborative go-to-market opportunities. Drive the productization of our CX + AI offerings, including agentic CX solutions, GenAI-powered service journeys, AI-native personalization, employee copilots, and responsible AI advisory. Articulate and disseminate the practice's point of view on the future of CX in an AI-native world, representing the brand at industry events, analyst briefings, and executive roundtables.

We seek an experienced leader with 15–20 years of total experience, including at least 10 years in top-tier CX or experience consulting, design consultancies (e.g., IDEO, McKinsey Design, Accenture Song), or the digital transformation arm of a major consulting firm. A proven track record of personally originating and closing INR 20 Cr+ (USD 2.5M+) in consulting revenue annually is essential.

You should possess deep client relationships at the CXO, CMO, CDO, or CIO level within at least two of the following sectors: BFSI, manufacturing, retail & consumer, healthcare, telecom, travel & hospitality, or public sector. Prior experience leading comprehensive transformation programs is required.

Demonstrate fluency in the current GenAI stack, including foundation models, RAG, fine-tuning, vector stores, evaluation, and guardrails, enabling credible discussions with Chief AI Officers. Experience designing or deploying agentic systems in customer-facing contexts, conversational agents, service copilots, or autonomous workflows is necessary, along with a strong understanding of their potential failure points.

Possess a clear perspective on the CX implications of AI, including journey redesign for agents, human-in-the-loop patterns, trust and disclosure frameworks, and responsible AI governance. Be comfortable critically assessing ML roadmaps, data strategies, or MLOps proposals from client engineering teams.

A strong foundation in experience strategy, service design, and human-centered research is crucial, enabling you to swiftly evaluate journey maps or service blueprints. You must be numerically proficient in business aspects like unit economics, cost-to-serve, customer LTV, and pricing, capable of defending ROI models to CFOs. Excellent written and verbal communication skills are paramount for building memorable and impactful arguments.