CX Practice Leader

VIRTUSA • Piscataway, NJ

68d

About The Position

The Customer Experience (CX) Practice Leader is a senior strategic role responsible for shaping and driving end-to-end customer and marketing experience transformation across industries. This leader will work with a Tech leader offshore and will oversee the growth and delivery of CX solutions that integrate content, data, personalization, campaign management, and customer journey orchestration-leveraging platforms such as Adobe Experience Cloud and others (e.g., Salesforce, Sitecore, Tealium, Acquia, etc.). With a blend of business acumen, technical expertise, and leadership experience, the CX Practice Leader will define go-to-market strategies, build high-impact offerings, and lead client engagements that deliver measurable business value.

Requirements

• 12 years of experience in digital marketing, customer experience, or IT transformation with a strong background in CX platform strategy and implementation.
• Deep expertise in at least one major experience platform (Adobe Experience Cloud preferred), with working knowledge of other ecosystems (Salesforce, Sitecore, Oracle, etc.).
• Technical proficiency in CMS, campaign automation, personalization engines, CDPs, and web/mobile analytics platforms.
• Strong understanding of marketing strategy, customer lifecycle management, and customer data architecture.
• Experience leading global teams and managing client stakeholders across industries and regions.
• Strategic thinker with strong business acumen, execution capability, and innovation mindset.
• Familiarity with Agile methodologies, DevOps principles, and cloud platforms (AWS, Azure, GCP).
• Excellent communication, presentation, and interpersonal skills.

Nice To Haves

• Adobe Experience Manager certification and/or experience is a strong plus.
• Focus on Sales targets as MBOs and help team achieve the same.
• Manage the practice team and mentor Practice Client Leads and Solutions leads.

Responsibilities

• Define and execute a comprehensive CX and marketing transformation strategy that is platform-agnostic but includes Adobe Experience Cloud as a core pillar.
• Build and scale the CX practice, focusing on innovation, domain relevance, and profitable growth.
• Represent the firm as a thought leader in industry forums, client executive discussions, and analyst interactions.
• Engage with senior client stakeholders as a trusted advisor on digital experience, customer journey strategy, and marketing transformation.
• Provide consulting services in areas such as personalization, omnichannel orchestration, campaign design, content strategy, and learning experience design.
• Lead CX maturity assessments, roadmap development, and platform evaluations.
• Oversee design and delivery of scalable CX solutions, integrating capabilities across content management (e.g., AEM, Sitecore), marketing automation (e.g., Adobe Campaign, Salesforce Marketing Cloud), customer data platforms (e.g., Adobe RT-CDP, Tealium, Segment), and analytics.
• Ensure consistent application of architecture best practices, performance optimization, and secure development principles.
• Define implementation methodologies and delivery governance frameworks.
• Own and evolve the firm's digital marketing and customer engagement offerings, from awareness and acquisition to retention and loyalty.
• Integrate experience platforms with data, AI/ML, and cloud to deliver personalized and intelligent interactions across touchpoints.
• Collaborate with internal teams and alliances to shape innovative GTM strategies and packaged offerings.
• Build, mentor, and retain a global team of experience architects, consultants, technologists, and strategists.
• Establish a culture of collaboration, continuous learning, and excellence in delivery.
• Drive certification programs across Adobe and other relevant CX platforms.
• Work with sales and marketing teams to identify new opportunities, shape pursuits, and support pre-sales and proposal development.
• Drive upsell and cross-sell of CX solutions within existing clients.
• Support strategic alliances with Adobe and other ecosystem partners.
• Define and track KPIs to measure customer impact and ROI from CX initiatives.
• Drive data-driven decision-making through integration of analytics, dashboards, and real-time feedback mechanisms.

What This Job Offers

• Career Level: Senior
• Industry: Professional, Scientific, and Technical Services
• Number of Employees: 5,001-10,000 employees