Vijay Kumar Guru

Service Delivery Director - Experience Management Office @Unisys

London, GB

Reporting to the Vice President – Digital Workplace Solutions (DWS) Delivery, My role as the Global Director is to lead the strategy, vision, and development of the Experience Management Office (XMO) globally and also responsible for leading customer experience strategy across the DWS business.• Manage the delivery and implementation of a broad range of experience services through the full engagement lifecycle including providing leadership and creativity in the design and implementation of client engagements• Develop and maintain all experience Level Agreements (XLAs), Experience Indicators (XIs) and supports key performance indicators across the customer journey• Be a trusted advisor to clients by building solid professional relationships with members of the board of directors and CXO level management• Lead customer experience strategy, overall governance, experience ecosystem coordination processes and drive experience improvements to clients• Coordinate with the end user teams and leaders to support the overall develop an end-to-end model to provide a consistently and repeatable outstanding customer experience• Establish a comprehensive experience framework that provides a consistent customer experience across all DWS service offerings• Track qualitative and quantitative measures of XLA’s and develop initiatives to meet client needs• Establish the experience ecosystem at Unisys to include technology, people, and processes• Provide holistic XMO leadership and operational control• Strategize and integrate first-rate experience campaigns for clients then integrate the delivery of ‘experience’ to those clients• Build and maintain internal and external senior leader relationships while remaining closely engaged with client-facing teams and subject matter experts across the business unit• Own key performance indicators relevant to all stages of experience management