Job Description
Director- CX Solutions Architect
Location: Philippines (Hybrid)
About the Solutions Director Role
The Solutions function is responsible for designing and implementing tailored business solutions that address client challenges and deliver measurable outcomes. The team serves as a strategic partner to clients and internal stakeholders, combining operational expertise, innovation, and industry best practices to create scalable solutions that enhance customer experience, operational efficiency, and business performance.
Key responsibilities of the Solutions function include:
- Assessing client business challenges, requirements, and strategic objectives.
- Designing customized operating models, processes, and transformation initiatives.
- Supporting implementation and deployment of proposed solutions.
- Driving continuous improvement through optimization and performance monitoring.
- Incorporating innovation, automation, and emerging technologies into solution design.
- Partnering closely with clients and cross-functional teams to ensure alignment and successful execution.
Industry Focus: Customer Experience (CX) and Healthcare Operations
Work Arrangement: Hybrid (2-3x onsite weekly)
Role Type: Individual Contributor
Role Overview
This role is responsible for architecting innovative, outcome-driven solutions that help organizations improve customer experience, operational effectiveness, and business performance. The successful candidate will partner closely with clients, sales teams, operations leaders, and technology stakeholders to design scalable solutions across customer engagement, healthcare operations, digital transformation, and process optimization initiatives.
The position plays a critical role throughout the business development lifecycle, from discovery and solutioning through proposal development, client presentations, and transition to delivery teams.
Key Responsibilities
Solution Leadership & Client Engagement
- Act as a trusted advisor and client-facing solutions architect.
- Translate complex business challenges into scalable and actionable solutions.
- Lead client workshops, discovery sessions, presentations, and solution discussions.
- Conduct assessments to identify operational opportunities and improvement areas.
- Support seamless transition from sales to delivery teams following deal closure.
Solution Design & Domain Expertise
- Develop end-to-end operating models and transformation solutions.
- Design customer experience, operational, and digital solutions leveraging technology and automation.
- Incorporate industry-leading practices, tools, and emerging capabilities into solution design.
- Collaborate with operations, workforce management, technology, automation, and subject matter experts to create holistic solutions.
- Apply strong understanding of healthcare operations, customer experience, and business process management.
Strategy & Go-to-Market Support
- Contribute to solution strategy and market differentiation initiatives.
- Partner with sales and finance teams to develop commercially viable pricing models.
- Support proposal development, RFP responses, client presentations, and business cases.
- Monitor industry trends, competitive offerings, and emerging market opportunities.
Cross-Functional Collaboration
- Build strong partnerships with operations, technology, HR, learning, and client teams.
- Align stakeholders on implementation plans, success metrics, and business outcomes.
- Identify capability gaps and drive continuous improvement initiatives.
Analytics, Governance & Performance Management
- Utilize data and analytics to evaluate solution effectiveness and business impact.
- Establish governance structures, reporting frameworks, and performance metrics.
- Monitor delivery quality, operational performance, and client outcomes.
Commercial & Solution Ownership
- Develop pricing models, cost structures, and business cases.
- Support financial planning and delivery location strategies.
- Partner with stakeholders to secure alignment and approval of proposed solutions.
Qualifications
- 15+ years of experience within the BPO, customer experience, consulting, or business transformation industry.
- Strong experience designing and implementing customer experience (CX) solutions covering process, technology, and other needs of the business.
- Healthcare industry experience is a must, particularly across payer, provider, revenue cycle management (RCM), member services, or healthcare operations.
- Experience in being part of client solutions/sales pitches particularly presenting on business service solutions
- Demonstrated experience supporting large, complex business transformation initiatives.
- Strong commercial acumen with exposure to pricing, business case development, and solution economics.
- Proven ability to engage executive stakeholders and influence decision-making.
- Experience working within global delivery models and cross-functional environments.
- Excellent presentation, consulting, facilitation, and client engagement skills.
- Strong understanding of digital transformation, automation, and operational excellence methodologies.
