Experience Management Office - Experience Delivery account Lead

Unisys — Bangalore, KA, India

What success looks like in this role: Job Title: Experience Delivery Lead Job summary eXperience Management Office is seeking for a n eXperience Delivery Lead (XD L ) with strong business relationship management , communication, and leadership skills to drive proactive e nd-to-end experience delivery service within an organization. This role will be accountable for delivery of the XMO service to clients, working alongside a team of Proactive and Automation Engineers ensuring a smooth and continues outstanding end user experience . eXperience Delivery L ead will be responsible for building and implementing successful use cases therefore improvements , tangible savings, and benefits showcasing real value to the XMO work being delivered . This role will require excellent customer relationship skills and business skills k now the customer strategy to recommend the right initiatives from the XMO service . eXperience Delivery Lead will hold E xperience Level Review meetings to discuss value of findings and conduct roadmap planning to ensure best use of DEX features and XLA implementation to enhance user e x perience. Your key areas of responsibilities will be: Take full responsibility for the successful delivery of experience as a service, monitoring automation progress, identifying potential risks or issues, and developing actionable mitigation plans with clear ownership. Serve as the primary point of contact for the customer throughout the entire contract lifecycle, ensuring continuous engagement and communication. Lead the implementation and advancement of Experience Level Agreements (XLAs) to meet the expectations and outcomes desired by end users of the XMO service. Oversee Proactive and Automation Engineers in the efficient execution of use cases to achieve desired outcomes. Develop and advance experience-driven use cases and automation solutions that deliver measurable benefits to customers. Maintain XMO value use case trackers, ensuring the clear documentation and

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