Transformation & Solutions Lead

The Transformation & Solutions Lead helps clients improve business performance through automation, artificial intelligence, technology integration, and process redesign.

This role acts as both a strategic advisor to clients and a hands-on leader for the delivery team. The role connects business objectives with transformation opportunities, validates where meaningful value exists, shapes viable solutions, and leads implementation through adoption and measurable impact.

Success is not defined by the number of projects delivered, but by the ability to turn opportunities into sustainable client outcomes and reusable capabilities for the business.

• Build trusted relationships with clients and internal stakeholders to understand their business objectives, priorities, operations, challenges, and success criteria.
• Lead discovery conversations focused on opportunities across growth, efficiency, customer experience, quality, capacity, and risk management.
• Analyze customer journeys, processes, data, and ways of working to identify opportunities where technology, automation, or AI can create measurable value.
• Reframe initial client requests into clearly defined business opportunities rather than simply capturing requirements or addressing symptoms.
• Quantify potential value, establish baselines, and define desired outcomes and success metrics before a solution is initiated.
• Maintain an active opportunity portfolio prioritized by client value, feasibility, urgency, scalability, and strategic alignment.

• Co-create solutions with clients, Operations, and technical teams by combining people, processes, data, and technology.
• Translate opportunities into hypotheses, use cases, value propositions, future-state journeys, requirements, and solution options.
• Design prototypes, experiments, pilots, and minimum viable solutions to validate value and reduce uncertainty quickly.
• Determine the most appropriate approach for each opportunity, whether to build, configure, integrate, acquire, or partner.
• Incorporate user experience, adoption, security, privacy, maintainability, scalability, and operational requirements into solution design.
• Develop clear proposals that communicate the expected outcome, recommended solution, business case, dependencies, risks, and adoption plan.

• Lead priority initiatives end-to-end, from discovery and solution definition through implementation, adoption, and measurement of results.
• Translate business strategy and priorities into actionable roadmaps, backlogs, objectives, and execution plans.
• Coordinate clients, Operations, DevOps, Forward Deployed Engineers, developers, analysts, and external providers to accelerate decisions and remove blockers.
• Ensure every initiative has clearly defined owners, deliverables, milestones, metrics, risks, and governance mechanisms.
• Develop change management and adoption plans with clients to ensure solutions are effectively incorporated into day-to-day operations.
• Measure post-launch results against the established baseline and continuously adjust solutions to achieve agreed outcomes.
• Communicate progress, decisions, learnings, and results through demos, executive reviews, and value-focused business narratives.

• Identify patterns across client engagements and turn project learnings into reusable assets, accelerators, frameworks, and solutions.
• Partner with commercial leaders to package use cases, value propositions, and capabilities that can be introduced to new and existing clients.
• Establish mechanisms for capturing knowledge, best practices, technical components, and measurable results.
• Develop a portfolio perspective that balances customized client solutions with scalable and commercially reusable capabilities.

• Lead, develop, and allocate DevOps and Forward Deployed Engineering resources according to business and client priorities.
• Build a culture of curiosity, responsible experimentation, customer focus, rapid learning, and accountability for outcomes.
• Monitor team capacity, quality, risks, technical debt, documentation, and capability development.
• Ensure implemented solutions are stable, observable, secure, supportable, and recoverable.
• Establish a clear transition model from project or pilot delivery into ongoing operations and support.
• Personally lead the company's most strategic, ambiguous, or high-impact opportunities.

• Clients recognize the company as a transformation partner, not simply a provider of operational capacity.
• A consistent pipeline of high-value opportunities is identified, quantified, and prioritized.
• Initiatives begin with clearly defined outcomes, baselines, success metrics, business cases, and adoption plans.
• Pilots generate rapid learning and progress to implementation when value and feasibility are demonstrated.
• Implemented solutions deliver measurable improvements in areas such as revenue, cost, productivity, capacity, quality, customer experience, or risk.
• The solution portfolio includes reusable assets and capabilities that accelerate future implementations and support commercial growth.
• The team executes predictably and maintains stable, well-documented, and sustainable solutions.

• Potential value identified and realized across initiatives.
• Percentage of opportunities with defined baselines, outcomes, success metrics, and business cases.
• Time from opportunity identification to the first client experiment or validation.
• Percentage of pilots that demonstrate value and progress to implementation.
• Percentage of implemented solutions that achieve agreed business outcomes.
• Adoption, sustained usage, and client satisfaction with implemented solutions.
• Revenue enabled, account expansion, or economic efficiency generated through the solutions portfolio.
• Number and adoption of reusable assets, accelerators, and scalable solutions.
• Execution predictability, solution quality, and operational stability.
• Team capability development, engagement, and effectiveness.

• 5–8 years of experience in transformation consulting, product management, technology solutions, automation, artificial intelligence, process improvement, or client-facing technology implementation.
• Proven experience working directly with clients to uncover needs, structure opportunities, and present recommendations to both executive and operational audiences.
• Experience leading multidisciplinary teams or initiatives from problem definition through implementation, adoption, and measurement of outcomes.
• Demonstrated ability to develop business cases, prioritize portfolios, and manage roadmaps and backlogs.
• Experience coordinating technical, operational, commercial, and external provider teams.
• Advanced English proficiency.

• Consultative discovery, service design, product management, and Agile methodologies.
• Process mapping, analysis, redesign, and customer journey optimization.
• Value proposition development, outcome definition, metrics, and business case development.
• Applied automation and AI, low-code/no-code platforms, analytics, and business intelligence.
• Functional understanding of APIs, integrations, data, CRM platforms, contact center technologies, and software development lifecycles.
• Knowledge of deployment, monitoring, security, business continuity, and vendor management principles.

You do not need to be the most technical person on the team. However, you should be able to understand technical solutions, ask the right questions, assess feasibility and trade-offs, and communicate credibly with clients, executives, and technical specialists.

• Strong customer and business-outcome orientation.
• Curiosity, active listening, and the ability to uncover opportunities beyond the initial client request.
• Product thinking, solution design, and commercial judgment.
• Ability to turn ambiguity into decisions, experiments, and actionable plans.
• Strong consultative communication, facilitation, and stakeholder management skills.
• Ability to influence without formal authority and align diverse perspectives.
• Hands-on leadership with the ability to lead, facilitate, and contribute directly when needed.
• End-to-end ownership of value, adoption, and outcomes—not simply project delivery.
• Strong problem-solving and decision-making skills.
• Ability to balance strategic thinking with practical execution.

Bachelor's degree in Industrial Engineering, Systems Engineering, Computer Science, Business Administration, Service Design, or a related field.

Equivalent relevant professional experience may be considered in place of a directly related academic background.

We are looking for someone who can enter a client conversation, understand the business outcome they are trying to achieve, uncover opportunities they may not have fully articulated, structure a compelling value proposition, mobilize the right team, and stay involved until the solution delivers a measurable and sustainable result.

This person should be comfortable operating at the intersection of business strategy, technology, operations, and client relationships—bringing structure to ambiguity while moving quickly from ideas to validated solutions and measurable impact.