avp, business strategy (customer engagement).

Our client is a regional enterprise embarking on a multi-year digital transformation to reshape the future of their industry. To achieve this, they are strengthening their Group Business Strategy team, the core engine that ensures their business and technology landscape is strategic, modern, and resilient. Their strategists are not just confined to design blueprints—they are trusted advisors and strategic partners who play a pivotal role in shaping our business strategy and their digital future. This directly influences how we deliver value to millions of customers across the region.

The AVP, Business Strategy & Customer Engagement develops and maintains the business strategy that underpins our company's strategic objectives. This role requires a seasoned leader who can engage effectively with C-suite and senior executives to provide clear strategic recommendations that shape key decisions.

A key focus will be to define and steward the target state of our next-generation customer engagement strategy, leading efforts in modernization and seamless integration of our customer-facing platforms. This role serves as a bridge between business, technology, and delivery functions, ensuring decisions are future-ready, secure, and interoperable.

Key Responsibilities

Strategic Development:

• Define and maintain the current and target state of our customer engagement strategy.
• Identify opportunities to align technology and business strategies, enhancing customer experience and competitiveness.
• Drive initiatives that translate customer engagement capabilities into blueprints that support business transformation.
• Own the customer engagement blueprint & lead discussions with business & technology stakeholders to continuously align the business strategy and roadmap with the business needs and objectives

Leadership

• Lead discussions with stakeholders to continuously align the customer engagement roadmap.
• Drive initiatives that translate customer engagement capabilities into designs that support business transformation.

Governance

• Ensure business strategy and initiatives comply with all regulatory standards and align with enterprise-wide standards.

Innovation

• Stay current on industry trends and produce insightful research on future trends and potential business impacts.

Qualifications and Experience

• Proven experience in enterprise or solution strategy, and highly experienced in customer engagement business strategy within a services environment.
• Experience in Target Operating Model development in Digital Sales & Service, Onboarding, CRM/Customer Data Platforms, Contact Centre or Complaints Management.
• Demonstrated track record in CRM/omnichannel modernization and large-scale
• business strategy initiatives that align with enterprise-wide strategic transformation and technology objectives.
• Demonstrated leadership presence and credibility to lead and influence discussions with C-suite and senior executive stakeholders.
• Strong analytical and strategic thinking, with the ability to translate complex business challenges into clear strategic recommendations.
• Exceptional interpersonal and leadership skills, with a track record of influencing and aligning diverse stakeholder groups.