Global Practice Lead - Customer Experience - Avanade X

What is Avanade X?

Over Avanade's 20+ years, we've delivered the most intelligent, engaging, industry leading, award-winning experiences on the Microsoft ecosystem. As technology and human expectations evolve, we see incredible opportunities for customers, products, and workplaces—where imagination is the only limit.

Avanade X is our way to bring unconventional thinking, exceptional creativity, and our unparalleled engineering heritage to think big and make it real. Our vision of the future goes far beyond concepts to enable and deliver the impact our clients, their people, customers, and communities need.

We support each other with great work to push boundaries, connect technology with what matters to people first, and grow with our clients. If you feel this is a great fit for your path, we’d love to talk.

About the role

The Customer Experience (CX) Practice helps leading businesses and brands create new and enduring customer relevance that adapts to changing market conditions and customer needs in order to create customers for life and accelerate growth. As the Global CX Practice Lead, you are responsible for building Avanade X’s reputation as a leader in CX services. You own our practice strategy ensuring our practice is clear-eyed on the problems we are uniquely built to serve and that we grow and evolve our expertise and talent mix to capture that market share. You drive client value and business growth at every step; shaping origination campaigns, enabling partners and sellers, advising on deal pursuit strategies, guiding solutioning, sponsoring strategic client relationships and ensuring we deliver quality.

Our differences are part of what makes the difference with our clients and in our work, and you are dedicated to building a diverse and inclusive team that is world class. You live our core values and model a team-first attitude that brings our employee value proposition to life for your team and set the tone for community development. You are responsible for creating and evolving global practice plays, assets and solutions leveraged world-wide and work across Avanade to maximize our impact. To be successful, you will build and maintain strong influence-relationships with clients and the global practice community and collaborate with business leaders from across Avanade.

Candidates for this role are executive business and CX leaders with experience, and success, developing business strategy, selling, and leading people across a highly matrixed organization.

Responsibilities

Practice Leadership & Growth

• Define, align, implement, and evolve global practice strategy, vision, and plans to ensure that Avanade has market leading capabilities in our chosen markets.
• Define global practice priorities for Area and Region Practice Leaders ensuring global Avanade X and enterprise-wide Avanade priorities are incorporated.
• Manage global practice team in line with agreed plans and KPIs.
• Build strong relationships with global Avanade, Microsoft, and Accenture (including Accenture Song) leaders to drive growth of the practice.
• Cultivate innovation

Sales, solutioning and delivery

• Pro-actively work with the Avanade Sales organization to identify, qualify, and prioritize strategic/high value opportunities.
• Lead and/or provide support for sales development and closure.
• Own and extend client relationships helping Avanade to broaden its client network and deliver an exceptional client experience

Create and evolve practice assets and solutions

• Define and implement global asset and solution plan for the practice. Maintain, communicate, drive usage of, manage the full lifecycle of the practice assets and solutions inventory.
• Enable areas and regions with the right assets and skills to sell and deliver the practice assets and solutions inventory.
• Understand practice-related trends globally and develop and evolve practice assets and solutions to continue to meet global client objectives.
• Harvest ideas and assets from the areas and regions, deploy globally

Attract, Develop, and Retain Practice Talent

• Define and manage implementation of a holistic global practice talent plan to meet client demand, the I&D agenda, and ensure a robust, future ready workforce.
• Define and manage implementation of global practice employee engagement and well-being plan.
• Determine skill requirements needed across the global practice.
• Own, orchestrate, and evolve practice career development pathways to help practitioners broaden their skills and experience, undertake new roles and secure promotion.
• Develop leaders of the future and own succession planning for various leadership roles

Manage Deployment of Practice Practitioners

• Define and align global practice workforce needs and plans to ensure the right capabilities and capacity to deliver the practice in all areas/regions.
• Own global workforce plan and practice market utilization and chargeability targets ensuring these are met or exceeded at the global level (roll up)

Who you are

• 10+ years of experience working in digital transformation or CX Strategy with a significant amount of time leading a profitable, international practice or agency
• 15+ years relevant business leadership experience, including team leadership and development, sales origination, business strategy development
• Demonstrates and recognized as an eminent through leader in the CX space internally in your practice, ideally externally as well
• Client focused with a track record of sales origination, solutioning, and delivery leadership
• Senior executive leader, exceptional communication skills and client presence
• Adept at building organizational culture, driving employee engagement, strengthening inclusion and diversity, reducing attrition, attracting top talent, motivating, and growing a global team
• Ability to collaborate effectively in a highly matrixed company to deliver results globally
• Master at leveraging global market trends to understand client needs