Detalle de la Oferta

Descripción de la Oferta

Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.

About Conduent CX Transformation

Conduent's CX Transformation group partners with leading brands to modernize customer-experience operations through cloud-native SaaS platforms, AI-driven automation, and data-backed process redesign. Our mandate is to unlock measurable value-higher CSAT, lower cost-to-serve, and faster innovation-while empowering frontline teams to deliver effortless customer journeys.

About the Role

The Senior Transformation Analyst thrives in ambiguity and turns unstructured problems into clear action plans. You will lead discovery, craft transformation roadmaps, and shepherd clients through the assessment, implementation, and optimization of CX SaaS and AI solutions-from CCaaS platforms to generative-AI agent assist.

Key Responsibilities


Client Assessment & Transformation Roadmap Leadership

Conduct deep-dive current-state assessments, capturing processes, data flows, and tech stacks.
Elicit client goals, pain points, and success measures through interviews, workshops, and data analysis.
Quantify value pools and create phased roadmaps that align technology, people, and process initiatives.

Cross-Functional Collaboration

Coordinate seamlessly with Operations, Analytics, IT, Training, QA, and Change-Management teams to ensure integrated delivery.
Translate domain-specific concerns into a shared execution plan that keeps all stakeholders aligned and accountable.

SaaS & AI Implementation Leadership

Translate business requirements into technical configurations and workflow designs for platforms such as NICE CXone, Genesys Cloud, Twilio Flex, SuccessKPI, and related AI modules.
Manage end-to-end implementation plans (requirements, configuration, testing, go-live, hyper-care) and oversee integrations & data migrations.

Data-Driven Insight Generation

Analyze operational and customer metrics (AHT, CSAT, NPS, FCR, occupancy) to size opportunities and track post-implementation value realization.
Develop concise, executive-ready storylines that connect insights to tangible business outcomes.

Project & Stakeholder Management

Serve as day-to-day point of contact for client sponsors and steering committees.
Proactively surface risks, manage issues and dependencies, and maintain delivery momentum.

Change Enablement

Partner with dedicated Training and Communications teams to shape content and rollout plans-ensuring timely adoption without directly authoring materials.
Define success metrics and monitor adoption to confirm ROI.





Skills & Qualifications

Essential


Critical thinking & structured problem-solving-demonstrated ability to bring order to ambiguity and create action from complexity.
Call-center operations expertise-minimum 3-5 years hands-on experience within contact-center environments (e.g., operations leadership, workforce management, performance analytics) with deep knowledge of core KPIs and day-to-day processes.
Executive storytelling & communication-expert at distilling technical findings into crisp narratives that drive decisions at C-suite level.
3-5 years guiding digital CX or SaaS technology transformations for contact centers