AVP - Experience Transformation Specialist Corporate

Role Purpose

Accountable for designing and aligning enterprise-wide experience strategies across multiple domains—Customer, Brand, Digital, Employee, and Partner. This role acts as a strategic integrator, ensuring consistent execution through structured frameworks, coordinated planning, and cross-functional alignment. Generate best practice benchmarks end to end. Works closely with corporate functions (Technology, Finance, HR, Legal, etc.) to ensure experience initiatives are strategically aligned, future-ready, and deliver measurable business value while enabling long-term growth.

Job Description

Design Integrated Experience Strategy

- Translate company vision into experience strategy.

- Develop guiding principles across domains (CX, BX, EX, PX).

Align Cross-functional Planning

- Facilitate planning across BUs.

- Set shared OKRs/KPIs and integrate them into roadmaps

Govern & Monitor Execution

- Manage MX Index Across company

- Lead forums and governance rituals.

- Evaluate initiatives and adjust strategic roadmap based on outcomes.

Drive Strategic Communication & Enablement

- Build internal campaigns and toolkits.

- Train and enable business units to adopt experience strategies.

Innovation & Trend Intelligence

- Democratize Innovation via MX Innovation Hub Platform, monitors and execute initiatives.

- Provide strategic foresight for future-ready planning.

Qualifications

• Experience: 6+ years of progressive experience in strategic planning, business transformation, corporate strategy, or a related field with a strong focus on enterprise-wide experience (Customer, Brand, Employee, etc.). A background in Telecommunications is a significant advantage.
• Leadership: 2+ years of experience leading cross-functional initiatives and influencing senior leadership in a complex corporate environment.
• Strategic Impact: Demonstrated experience designing and implementing integrated, enterprise-level strategies that align multiple business units and corporate functions (e.g., Technology, HR, Finance).
• Proven Track Record: A proven history of linking experience initiatives to measurable business value, including financial outcomes, operational efficiency, and long-term growth.
• Education: Completed Bachelor’s degree MBA or equivalent in Business, Strategy, Marketing, or a related field.
• Environment: Experience thriving in a fast-paced, high-growth, and matrixed corporate structure.
• Governance: Expertise in establishing and managing governance frameworks, setting shared OKRs/KPIs, and facilitating senior-level strategic planning forums.
• Industry Knowledge: Deep understanding of the Telecommunications industry and its unique challenges and opportunities regarding customer and partner experience.

Core Competencies & Expertise:

• Strategic Integration: Ability to synthesize the company's vision into a cohesive experience strategy across multiple domains (CX, BX, EX, PX) and create actionable roadmaps.
• Influence & Communication: Exceptional communication, presentation, and interpersonal skills, with the ability to build alignment and drive change across all levels of the organization, from C-suite to operational teams.
• Business Acumen: Strong analytical and problem-solving skills with the ability to interpret market trends, analyze complex data, and provide strategic foresight to inform executive decisions.
• Enablement & Transformation: Skill in creating and deploying enablement tools (e.g., playbooks, training programs) to ensure business units can successfully adopt and execute new experience strategies.
• Broad Technical Understanding: Familiarity with the principles of enterprise architecture, data analytics platforms, and modern experience management technologies (e.g., CRM, customer feedback platforms) from a strategic perspective.
• Excellent communication, presentation, and interpersonal skills.