VP CX Advisory Services

Do you have a passion for customer experience excellence?

Do you have a strong background in the BPO or outsourcing industry?

What's in it for YOU!

• Health benefits for you and your family, including medical, dental, vision
• 401(k) investment options with employer match opportunities
• Paid Vacation Time
• Remote, work-from-home
• Great work/life balance

Join our Transcom family as a Vice President of CX Advisory Services!

The VP of CX Advisory is the primary architect of customer experience excellence for both prospects during business development pursuits as well as supporting our global client base. You will bridge the gap between business development and operations, serving as a high-level consultant who helps our clients transform their CX strategy through data-driven insights, journey mapping, and digital transformation. You are responsible for proving that our partnership delivers strategic value far beyond traditional labor arbitrage.

What we are looking for:

We've got an exciting career opportunity for you, if you can:

Strategic Consulting & Journey Mapping

• Lead deep-dive "Discovery" workshops with Fortune 500 clients to identify pain points in their current customer lifecycle.
• Design and execute omnichannel journey maps that integrate human touchpoints with digital self-service.
• Identify "White Space" opportunities for clients to implement AI, automation, and proactive service models.
• Operational Feedback Bridge - Collaborate with Operations and Training leaders to ensure that the "CX Vision" sold during the RFP process is actually executable on the floor.
• Pilot Design - Oversee the implementation of "CX Labs" or pilot programs for new technologies before scaling them across the enterprise.

Client Partnership & Revenue Growth

• Act as a Subject Matter Expert for high-value accounts, providing quarterly business reviews (QBRs) that focus on long-term CX maturity rather than just KPIs.
• Support the Sales/Solutions team in the RFP process by designing the CX Vision for prospective clients.
• Drive "Land and Expand" strategies by identifying where advisory services can solve client business problems.

Insights & Analytics

• Partner with internal teams to turn raw contact center data into actionable "Voice of the Customer" (VoC) insights.
• Develop proprietary CX frameworks and maturity models that differentiate our BPO from competitors.
• Track and report on high-level impact metrics: NPS, CSAT, CES (Customer Effort Score), and Customer Lifetime Value (CLV).
• Value Realization - Develop ROI models that link CX improvements (like reduced effort) to tangible bottom-line results (reduced churn, increased share of wallet, or lower Cost-to-Serve).

Thought Leadership

• Serve as the face of the company's CX expertise at industry conferences, webinars, and in white papers.
• Internalize market trends (AI, Generative CX, Gig-economy labor) and educate internal teams on how to leverage them.

Requirements

The following items are mandatory pre-employment requirements and/or skills/experience that are required to be successful in this role.

• Higher education degree, or equivalent work experience
• Able to successfully pass a criminal background check
• 10+ years in Customer Experience, Management Consulting, or BPO Strategic Accounts, with at least 5 years in a leadership role.
• Deep understanding of the CX tech stack (CCaaS, CRM, AI/ML, Speech Analytics, Survey platforms, etc.).
• Exceptional storytelling skills; the ability to present complex data to C-suite executives in a compelling, simple manner.
• Proficiency in using data to prove ROI for CX initiatives.
• Excellent communication (verbal and written) and negotiation skills.
• Ability to work well with a team.
• Collaborative, optimistic, and transparent with a high degree of urgency.

Location Requirements

Must live and work in the United States.

What Life at Transcom is like!

Transcom is a global customer experience specialist, providing customer care, sales, technical support and credit management services through our extensive network of contact centers and work-at-home agents. We are 30,000+ customer experience specialists at over 90 contact centers across 28 countries, delivering services in 33 languages to international brands in various industry verticals.

Right now, we are growing our virtual footprint in North America and currently hire remote employees in 26 states and 3 Canadian provinces. Proud to be recognized by FlexJobs as #4 on their list of the Top 100 companies to watch for remote work in 2026.

At Transcom, we're relentlessly committed. To our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That's just how we are at Transcom. Here we care, and root for each other. You're included, just as you are, from day one. And with the right mindset, there's no end to how far we can go together.

We are the voice of our clients. We are Transcom.

We are passionate about people and look forward to meeting you!