Principal - Customer Experience Operations (Experience Transformation & Innovation)

What makes Infosys a wonderful place to work:
We are a highly collaborative and entrepreneurial organization. We believe that diversity, inclusion, and shared values are key to building extraordinary teams. We hire people with broad and deep skill sets, talent, abilities, and potential, and we are building our practice with the specific intent to ensure our people can thrive both professionally and personally.

Who you’ll collaborate with at Infosys:
Infosys Enterprise Digital is Infosys Consulting’s 165-person, global community of practitioners, specialists, and technology strategists who partner with our clients’ marketing operations, technology platform providers, and agencies to drive meaningful outcomes and transformations.

• Highly experienced, expert practitioners who have joined from the leading agencies, in-house marketing organizations, and technology platforms

• Laser-focused on delivering data-rich, actionable customer intelligence with a high bias toward action and outcome

• Driven by the passion for helping clients innovate with new ways to design & test, outperform the competition, and sustain the delivery of exceptional customer experiences

What will you be working on with your team:

• Marketing acceleration – Help clients drive transformational change, new capabilities, and new ways of learning to create sustainable competitive advantage
• Channel and journey orchestration – Define customer journeys and supporting technology capabilities needed to deliver on defined customer vision
• Operating model – Set up the marketing organization for success (including MarTech and data strategy); build capabilities and ways-of-working
• Marketing diagnostic – Develop a data-driven perspective of marketing performance of a company, brand, or asset, along with prioritized opportunities to drive value through smarter use of data and/or technology
• eCommerce acceleration – Improve operational value capture in key commerce channels with 3P retailers and DTC

What Your Role Represents: The Senior Principal role at Infosys allows you to focus your senior-level expertise in very specific areas of our practice:

Client engagement delivery

• Lead engagements independently, delivering results to meet client expectations and build client advocates
• Partner with Infosys industry and technology/platform consultants in a blended team environment, bringing to bear the best of all skillsets and expertise
• Model your own reputation as a sophisticated and strategic marketing expert with distinct areas of expertise (e.g., industries, channels, products, etc.)
• Provide strong customer and employee experience strategy perspectives and insights – ensuring our proposed solutions drive client value, growth and are strategically sound.
• Consistently bring your own insights and solutions to clients’ most complex marketing problems with consideration for holistic experiences, value generation, speed of implementation, and client business model context
• Communicate clearly and consistently, using a mix of storytelling and sharp analysis - translating marketing expertise into business insights that drive clients to actions
• Serve as a high trust advisor on marketing matters before audiences of senior executives; communicate effectively to ensure that your digital team, the broader Infosys teams, and client teams are consistently aligned on the workplan, roadmap priorities, and deliverables
• Manage and coach direct reports across engagements while fostering an environment for coaching, feedback, and successful career growth

Team leadership

• Mentor, coach, and advise mid-level and junior Enterprise Digital team members (including reports/advisees outside of the engagement team context)
• Contribute to Enterprise Digital offerings development, strategy, and operations (e.g., contribute to culture defining activities, sponsor internal initiatives, support the talent growth and recruiting process, etc.)
• Serve as part of Enterprise Digital’s Leadership Team, contributing to key initiatives and sponsoring change within the organization

Client development

• Ability to act as client relationship lead and key point of contact for consulting led engagements

• Support client pitches and proposals as needed, in close partnership with Infosys Consulting Partners and Sales Organization Leaders

• Contribute to the development of intellectual property in Marketing and help establish practice leadership by developing and merchandising our insights.

What you bring to the role:

• Bachelor’s degree required

• MBA not required but welcome

• 7+ years of relevant industry experience in marketing roles (e.g., agency operations, brand marketing operations, in-house, or technology platform) with clear leadership experience, solid tenure, and a sustained trajectory

• Experience leading high performing, cross-functional, integrated teams

• Ability to solve tough problems effectively and efficiently, breaking down strategic complexity into simple, jargon-free pieces, and validating hypotheses as the core to your approach

• Broad marketing ops and marketing strategy expertise, recognized by industry peers

• Strong expertise in the digital media landscape, including media partners/products and industry best practices

• Exceptional planning and organizational skills, ability to lead projects and work with cross-functional teams

• Strong verbal and written communication skills, with the ability to use storytelling to influence decisions

• Positive attitude, and a strong commitment to getting to the truth that drives value in a client engagement and championing that truth to keep teams on the rails from start to finish

• Willingness and ability to travel as needed

• In addition to broad marketing operations and marketing practice expertise, deeper knowledge across a select few areas of focus, including:

• First-party data and identity resolution for omnichannel marketing

• Customer Data and marketing touchpoint orchestration

• Performance marketing

• Media Planning and Buying

• Measurement & Analytics

• Marketing Technology

• Brand Strategy

• ECommerce

About Us
Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

Infosys is an equal opportunity employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, spouse of protected veteran, or disability.