Location
Singapore, Singapore, SG
Department
Customer
Posted
1 month before
About This Role
Deloitte Digital Southeast Asia is seeking a Senior Manager or Director to lead the expansion of its Service Transformation practice, focusing on AI-powered contact centres and omnichannel customer service. The role requires 10+ years of experience in customer service transformation, with a proven track record in South
Responsibilities
- Define and lead the Service Transformation offering across SEA
- Develop go-to-market strategies for AI-powered contact centres and omnichannel transformation
- Partner with regional teams to drive pipeline growth and client engagement
- Advise clients on transformation roadmaps, operating models, and technology strategy
- Lead end-to-end transformation programs from strategy to execution
- Build and mentor a high-performing team across consulting and delivery
Requirements
- 10–15+ years of experience in contact centre / customer service transformation
- Proven track record in Southeast Asia markets
- Strong mix of Strategy & advisory (operating models, CX design)
- Hands-on delivery experience in large-scale transformation programs
- Deep understanding of contact centre operations and KPIs
- Experience with modern platforms such as Genesys, NICE, Salesforce, or Adobe
- Strong exposure to AI in service environments including conversational AI and agent assist
- Experience with CRM platforms like Salesforce or Microsoft Dynamics