About the role
Role: Senior Consultant – Customer Transition & Adoption (Program Lead)
Role Summary
We are hiring a program lead who can independently design, lead and deliver large-scale customer transition programs involving platform migrations, process changes, and customer experience transformation. Own the design and execution of a Customer Transition & Adoption Control Tower, ensuring seamless onboarding and migration for large customer bases (1000+ customers), with minimal supervision.
Key Responsibilities
1. Program Ownership (End-to-End)
- Own the Customer Transition & Adoption program for large-scale transformation initiatives
- Define migration strategy, wave planning, and execution roadmap
- Act as the single point of accountability for delivery outcomes
2. Customer Transition Design
- Design segmented customer journeys (high-touch, assisted, digital-first)
- Define migration playbooks, onboarding flows, and stabilization frameworks
- Establish structured communication and engagement models for customers
3. Scalable Engagement & GTM Enablement
- Build scalable customer engagement models for long-tail customers (1000+)
- Design and operationalize:
- Webinars / digital onboarding
- Customer education programs
- Adoption campaigns
4. Unified Customer Interaction Model
- Define requirements for unified support channels (chat, knowledge base, ticketing)
- Work with tech teams/partners to implement scalable customer support mechanisms
- Ensure consistency in customer communication and query handling
5. Governance & Control Tower Setup
- Establish a central governance layer to track:
- Migration progress
- Customer adoption
- Experience metrics
- Build dashboards and reporting structures for leadership visibility
6. Process Optimization & Continuous Improvement
- Identify bottlenecks in customer migration and onboarding journeys
- Drive improvements using data and analytics (process mining exposure preferred)
- Ensure predictable timelines and consistent customer experience
Must-Have Experience
- 10–14+ years in consulting / transformation roles
- Strong experience in large-scale change / transition programs (enterprise or platform migrations)
- Hands-on experience in:
- Customer onboarding / CX transformation
- Operating model design
- Program management (PMO / transformation office)
- Demonstrated ability to lead independently with minimal supervision
- Experience handling complex, cross-functional stakeholders (business + tech + ops)
Good-to-Have
- Experience in B2B platforms / product rollouts / SaaS migrations
- Exposure to customer support transformation / contact center models
- Familiarity with process mining / analytics-led transformation (e.g., Celonis)
- Background in financial services / credit bureaus (nice-to-have, not mandatory)
Key Skills
- Structured problem solving and program design
- Stakeholder management at senior levels
- Data-driven decision making
- Strong communication (customer-facing + executive presentations)
- Ability to operate in ambiguity and build from scratch
Success Metrics
- % of customers migrated within timeline
- Customer adoption and usage metrics
- Reduction in customer queries/escalations
- Consistency of customer experience across segments