CCC Strategy & Transformation Lead

CCC Strategy & Transformation Lead

Strategy & Transformation Lead – Customer Support (AI-Driven Transformation)

Role Overview

The Strategy & Transformation Lead – Customer Support is a senior practitioner responsible for shaping and executing the end-to-end transformation of customer support through AI, digital capabilities, and operating model innovation.

This role provides delivery oversight and execution leadership across the full lifecycle of transformation initiatives—from ideation and business case development through piloting, scaled deployment, operational sustainment, and eventual decommissioning or reinvention.

The individual will act as a bridge between strategy, operations, technology, and customer experience, ensuring AI-driven initiatives deliver measurable improvements in customer outcomes, operational efficiency, and business value.

Key Accountabilities

• Contributing to Strategic Leadership & Transformation Vision

  • Help define and continuously evolve the customer support transformation strategy, anchored in AI enablement and digital-first experiences.

  • Translate enterprise priorities into an actionable multi-year transformation roadmap (e.g., virtual agents, agent assist, automation, predictive support).

  • Identify opportunities to shift from reactive support to proactive, predictive, and outcome-based service models.

  • Provide thought leadership on emerging AI capabilities and their application to customer support.

• End-to-End Lifecycle Ownership (Idea → End-of-Life)

  • a. Ideation & Opportunity Identification

    • Take part in structured discovery to identify customer pain points, inefficiencies, and growth opportunities.

    • Evaluate ideas using value-based frameworks (customer impact, cost reduction, revenue potential, scalability).

    • Build compelling business cases and investment proposals aligned with strategic goals.

  • b. Design & Experimentation

    • Define/Refine solution concepts, operating model implications, and success metrics.

    • Oversee proofs of concept (POCs) and pilots leveraging agile methodologies.

    • Ensure strong alignment between business, data science, and technology teams.

  • c. Testing & Validation

    • Assist with establishing robust testing frameworks (customer experience, operational impact, model effectiveness).

    • Validate AI model performance, adoption, and ethical considerations (bias, transparency, trust).

    • Make data-driven go/no-go decisions for scaling.

  • d. Deployment & Scaling

    • Contribute to enterprise rollout of validated solutions across regions, channels, and customer segments.

    • Partner with operations to embed solutions into workflows (e.g., agent tools, omnichannel platforms).

    • Drive change management, training, and adoption strategies at scale.

  • e. Sustainment & Optimization

    • Establish governance for ongoing performance monitoring and continuous improvement.

    • Ensure solutions evolve with changing customer needs, data inputs, and business priorities.

    • Optimize cost-to-serve while maintaining or improving CX outcomes.

  • f. End-of-Life / Reinvention

    • Define criteria for sunsetting, replacing, or modernizing solutions.

    • Transition planning to minimize business disruption and maximize value extraction.

    • Capture lessons learned to inform future initiatives.

• AI-Driven Customer Support Transformation

  • Drive adoption and success of AI capabilities such as:

    • Conversational AI (chat/voice virtual agents)

    • Agent Assist and real-time guidance

    • Predictive analytics and intent recognition

    • Workflow automation and case routing

  • Ensure AI solutions are integrated across the customer journey and support ecosystem.

  • Balance customer experience, operational efficiency, and cost optimization.

• Operating Model & Governance

  • Establish a transformation governance model including prioritization, funding, risk management, and performance tracking.

  • Define clear roles across product, operations, data, and technology teams.

  • Ensure disciplined execution through structured program management and reporting.

• Stakeholder & Cross-Functional Leadership

  • Partner with senior stakeholders across customer support, IT, data science, product, and finance.

  • Act as a point of accountability for transformation outcomes.

  • Communicate progress, risks, and value realization to executive leadership.

  • Influence across organizational boundaries to drive alignment and decision velocity.

• Value Realization & Performance Management

  • Define and track KPIs such as:

    • Customer experience (CSAT, CES, resolution rates)

    • Operational efficiency (cost-to-serve, automation rates)

    • Agent productivity and adoption

    • Revenue enablement (where applicable)

  • Ensure initiatives deliver measurable, sustained business impact.

Core Competencies

• Strategic Thinking & Visioning – Ability to define long-term transformation pathways.

• Lifecycle Leadership – Expertise in managing initiatives from concept to retirement.

• AI & Digital Acumen – Strong understanding of AI applications in customer support.

• Data-Driven Decision Making – Ability to synthesize data into actionable insights.

• Change Leadership – Proven ability to drive adoption at scale.

• Stakeholder Influence – Executive presence and cross-functional leadership.

• Execution Excellence – Balancing strategy with operational delivery.

Experience & Qualifications

• Extensive experience in strategy, transformation, or innovation roles, ideally within customer support or service operations.

• Proven track record delivering large-scale, AI-enabled transformation programs.

• Strong understanding of customer support operating models and digital ecosystems.

• Experience leading cross-functional programs in complex enterprise environments.

• Familiarity with agile methodologies, product management, and AI/analytics frameworks.

Success Profile

• This role is best suited to a professional who:

  • Thinks end-to-end across the lifecycle, not just delivery phases.

  • Balances innovation ambition with operational pragmatism.

  • Is comfortable navigating ambiguity while driving structured execution.

  • Focuses relentlessly on outcomes, adoption, and measurable value creation.

The pay range for this role is $116,150 to $182,400 USD annually with additional opportunities for pay in the form of bonus and/or equity (applies