As the Partner – Digital CX Design and AI, you will play a pivotal role in leading the growth of Worxwide’s CX Design and AI practice. You will be responsible for driving business development, managing client relationships, and delivering world-class solutions that integrate AI-driven customer experience strategies and innovative design. This role requires a strong combination of expertise in customer experience design, artificial intelligence, digital transformation, and program governance. You will work closely with internal teams and clients to ensure that digital CX and AI solutions are aligned with business objectives and lead to measurable improvements in customer engagement and operational efficiencies.
Key Responsibilities:
- Practice Growth & Business Development:
- Lead the development and execution of strategies to grow the Digital CX Design and AI practice.
- Identify new business opportunities within existing accounts and prospective clients across various industries.
- Drive the sales process by contributing to proposals, pitches, and presentations.
- Build and nurture relationships with C-suite executives and senior stakeholders.
- CX Design & AI Strategy Leadership:
- Own and deliver customer experience design solutions powered by AI that improve customer engagement, retention, and overall satisfaction.
- Lead digital transformation initiatives leveraging AI technologies such as predictive analytics, natural language processing (NLP), and conversational AI.
- Develop tailored strategies for clients based on customer data, user research, and AI insights to drive personalized experiences across channels.
- Program Governance & Execution:
- Oversee the successful delivery of CX and AI projects, ensuring timely, on-budget, and high-quality execution.
- Provide leadership in program governance, managing resources, timelines, risks, and client expectations.
- Ensure cross-functional collaboration between internal teams, client stakeholders, and third-party vendors.
- Thought Leadership & Innovation:
- Stay at the forefront of trends and developments in digital CX, AI, and emerging technologies.
- Contribute to thought leadership by presenting at conferences, writing white papers, and engaging with the wider industry community.
- Foster a culture of innovation within the team, encouraging the use of new tools, methodologies, and ideas to advance client outcomes.
- Team Leadership & Mentorship:
- Lead, mentor, and grow a team of designers, AI experts, and consultants dedicated to CX transformation and AI solutions.
- Foster a collaborative, client-centric culture within the practice, ensuring alignment with Worxwide’s core values.
- Provide coaching and development opportunities to support team growth and improve professional capabilities.
- Client Relationship Management:
- Build long-term partnerships with key clients, understanding their strategic goals and guiding them through their CX and AI journey.
- Act as the main point of contact for senior client stakeholders and ensure satisfaction with project outcomes.
- Provide expert guidance and support in the implementation of CX and AI initiatives that drive business value.
Qualifications & Experience:
- Proven track record (10+ years) of success in driving digital transformation, CX design, and AI solutions within a consulting or client-facing environment.
- Strong expertise in customer experience strategy, human-centered design, and AI technologies, including NLP, machine learning, and automation.
- Demonstrated ability to lead complex, cross-functional teams and manage large-scale programs with a focus on governance, client satisfaction, and business impact.
- Experience in business development, with the ability to develop and execute go-to-market strategies and build client relationships at the executive level.
- Strong understanding of data-driven decision-making and the role of analytics in optimizing CX.
- Experience in industries such as manufacturing, fintech, BFSI, or consumer goods is a plus.
- Exceptional communication, presentation, and interpersonal skills.
- Ability to think strategically while also managing day-to-day program execution.
- Advanced degree in Business, Technology, Design, or a related field is preferred.