Senior Transformation Analyst
Senior Transformation Analyst
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Job Description
About Conduent CXM Transformation
Conduents CXM Transformation team partners with global brands to modernize their customerexperience operations using cloud contactcenter platforms AIdriven automation and dataled process redesign. We deliver measurable outcomeshigher customer satisfaction lower costtoserve and faster innovationwhile enabling frontline teams to create effortless experiences.
About the Role
TheSenior Transformation Analystthrives in ambiguity and turns unstructured problems into clear action plans. You will lead discovery craft transformation roadmaps and shepherd clients through theassessment implementation and optimization of CX SaaS and AI solutionsfrom CCaaS platforms to generativeAI agent assist.
Key Responsibilities
- Client Assessment & Transformation Roadmap Leadership
- Conduct deepdive currentstate assessments capturing processes data flows and tech stacks.
- Elicit client goals pain points and success measures through interviews workshops and data analysis.
- Quantify value pools and create phased roadmaps that align technology people and process initiatives.
- CrossFunctional Collaboration
- Coordinate seamlessly with Operations Analytics IT Training QA and ChangeManagement teams to ensure integrated delivery.
- Translate domainspecific concerns into a shared execution plan that keeps all stakeholders aligned and accountable.
- SaaS & AI Implementation Leadership
- Translate business requirements into technical configurations and workflow designs for platforms such as NICE CXone Genesys Cloud Twilio Flex SuccessKPI and related AI modules.
- Manage endtoend implementation plans (requirements configuration testing golive hypercare) and oversee integrations & data migrations.
- DataDriven Insight Generation
- Analyze operational and customer metrics (AHT CSAT NPS FCR occupancy) to size opportunities and track postimplementation value realization.
- Develop concise executiveready storylines that connect insights to tangible business outcomes.
- Project & Stakeholder Management
- Serve as daytoday point of contact for client sponsors and steering committees.
- Proactively surface risks manage issues and dependencies and maintain delivery momentum.
- Change Enablement
- Partner with dedicated Training and Communications teams to shape content and rollout plansensuring timely adoption without directly authoring materials.
- Define success metrics and monitor adoption to confirm ROI.
Skills & Qualifications
Essential
- Critical thinking & structured problemsolvingdemonstrated ability to bring order to ambiguity and create action from complexity.
- Callcenter operations expertiseminimum 35 years handson experience within contactcenter environments (e.g. operations leadership workforce management performance analytics) with deep knowledge of core KPIs and daytoday processes.
- Executive storytelling & communicationexpert at distilling technical findings into crisp narratives that drive decisions at Csuite level.
- 35 years guidingdigital CX or SaaS technology transformationsfor contact centers or other customerfacing operations.
- Handson experience translating business needs into technical configurations and workflow designs.
- Commercial & financial acumenproven skill in sizing value pools building ROI models and contributing to SOW/pricing for transformation engagements.
- Strong quantitative analysis: advanced Excel/Google Sheets; working knowledge of SQL or BI tools (Power BI preferred).
- Consulting or clientfacing project experience within customerexperience contactcenter or digitalservice environments.
Preferred
- Lean Six Sigma Green Belt (or higher) or equivalent continuousimprovement credential.
- Formal projectmanagement or changemanagement credential (PMP Scrum Prosci/ADKAR).
- Familiarity with AI/ML concepts (LLMs intent detection speech analytics) and their practical CX applications.
- Experience working in agile or hybrid delivery models.
What Success Looks Like
- Clients achieve measurable upliftse.g. >10point CSAT increase 15% AHT reduction or >90% tool adoptionwithin six months of golive.
- Executive stakeholders view you as a trusted advisor who anticipates risks and presents clear tradeoffs.
- Internal teams credit you for driving momentum removing blockers and elevating deliverable quality.
Why Join Us
- Impact Lead highvisibility programs that redefine how global brands serve millions of customers.
- Innovation Work handson with cuttingedge CX technologiesincluding generative AI largelanguagemodel agent assist and autonomous quality monitoringand shape how they deliver value in live production.
- Growth Access worldclass training mentorship and a transparent path to roles such as Transformation Consultant or Engagement Lead.
- Flexibility Remotefirst culture with periodic client travel (25%) and modern collaboration tools.
- Culture Join a diverse collaborative team that values initiative candor and continuous learning.
Conduent is an Equal Opportunity Employer and welcomes candidates from all backgrounds who can help us create transformative outcomes for our clients and their customers.
Required Experience:
Senior IC
Employment Type
Full Time
