Reinvention Lead – Customer Experience & Channels

Avanade
Singapore
Full timeFunction: Customer Success & Account ManagementExperience: 10+ yearsSkills: ["Executive advisory","Leadership","Mentoring","Strategic partnership-building","Judgment"]

Own AI-enabled customer growth and customer experience across digital channels and assisted service/contact centre operations for APAC. Lead strategy and transformation from journey diagnosis through channel architecture, operating model, and production roadmap—designing acquisition to retention experiences powered by agent assist, knowledge automation, and conversational AI. Advise boards and CXOs, originate mandates, partner for co-sell opportunities, and build capability through mentoring and reusable APAC assets.

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Avanade
Avanade
4 days ago

Reinvention Lead – Customer Experience & Channels

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Last checked: 20 hours agoStatus: Live

Job Summary

Own AI-enabled customer growth and customer experience across digital channels and assisted service/contact centre operations for APAC. Lead strategy and transformation from journey diagnosis through channel architecture, operating model, and production roadmap—designing acquisition to retention experiences powered by agent assist, knowledge automation, and conversational AI. Advise boards and CXOs, originate mandates, partner for co-sell opportunities, and build capability through mentoring and reusable APAC assets.
Location: Singapore
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Sr. Manager level

Key Responsibilities

  • •Own the Customer Experience & Channels domain across APAC and lead Avanade Next thinking on AI-enabled customer growth and digital/assisted channels.
  • •Advise boards and CXOs on customer engagement, channel strategy, contact centre economics, and human-plus-AI service models.
  • •Originate and shape mandates that improve customer outcomes, growth, loyalty, service quality, and operating efficiency.
  • •Lead transformation from journey diagnosis to target experience, channel architecture, operating model, and production roadmap.
  • •Redesign digital, assisted, and contact centre operations using agent assist, knowledge automation, proactive service, and AI-enabled service models.

Key Requirements

  • •10+ years in customer experience, digital channels, contact centre transformation, service operations, or customer-led consulting.
  • •Proven CXO advisory experience across customer, digital, operations, technology, or contact centre leadership.
  • •Deep understanding of customer journeys, digital self-service, assisted service, and contact centre economics.
  • •Practical command of AI value in customer engagement, including agent assist, conversational AI, and personalization/human-agent collaboration.
  • •Strong judgement on trust, risk, security, and adoption in customer-facing AI.
Experience:10+ years
Skills:Executive advisoryLeadershipMentoringStrategic partnership-buildingJudgment
Tech Stack:AIConversational AIAgent assistPersonalisationKnowledge automation

Company Brief

Avanade
Global digital innovation and IT services company delivering Microsoft-based cloud, digital and application services. Partners with enterprises to design, build and run business solutions across cloud, data, AI, modern workplace and industry-specific transformations.
Industry: Consulting
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Headquarters: Seattle, United States
Founded: 2000
Glassdoor
Glassdoor: 3.9
WebsiteLinkedIn