Summary
Overview
Work history
Education
Skills
Certification
Websites
Strategic Domain Expertise
Executive Impact & Thought Leadership
Leadership Philosophy
Timeline
Generic
Atif Rashid

Atif Rashid

Preston,Lancashire

Summary

Award-winning Global Transformation Leader | Gen AI Pioneer | Strategic Innovation Architect Globally recognized C-Suite advisor and CX transformation architect with sizeable + P&L accountability, driving enterprise-wide disruption through next-generation AI, platform engineering, and business model innovation. Proven track record partnering with Fortune 500 executives across EMEA to deliver game-changing digital transformation that redefines competitive advantage and market positioning.

Overview

26
26
years of professional experience
10
10
years of post-secondary education
1
1
Certification

Work history

Solutions Director EMEA CX & Tech Transformation

Concentrix
London, United Kingdom
07.2019 - 08.2025
  • EMEA Solutions Leader driving customer-centric digital transformation through AI-powered innovation, operational excellence, and change management. Partners with C-suite to deliver measurable ROI via end-to-end technology solutions, business model redesign, and scalable customer experience platforms that future-proof enterprises in competitive markets. Fusing human-centric design with AI, automation, and advanced analytics. Building Operational modelling and governance frameworks that ensure resilience, agility, and commercial viability. Expert change leadership that embeds innovative cultures, upskills teams, and drives adoption at scale.
  • Next-Gen AI Workplace - Early leader in designing and reimagining new organisational design disrupted through Generative AI and agentic solutions. Conducted comprehensive impact assessments and readiness evaluations across Customer Experience (CX), Employee Experience (EX), and organizational operating models.
  • Proprietary AI Product Innovation - Lead innovator of enterprise-grade Gen AI platforms within the AI Group Product Office, pioneering custom agentic frameworks, intelligent automation, and proprietary AI-driven solutions.
  • Complex Digital & Innovation Orchestration - Architected large-scale Tier 4 propositions blending customer journey optimization, advanced data science and analytics, platform engineering, UI/UX design, technology prototyping, and full deployment lifecycles. Delivered end-to-end business transformation and advanced commercial models.
  • Technology Transformation Practice Builder - Founded and scaled tech transformation consultancy integrating CX, business transformation, analytics, platform engineering, and operating model redesign, including large-scale organizational change programs.
  • Global Model Office & Innovation Labs - Designed, delivered, and operated multiple Model Office environments and innovation labs across geographies and industries, with deep specialization in Financial Services, challenger FinTech, retail, travel, automotive, and Hi-Tech sectors.
  • Multi-Disciplinary Leadership - Led, coached, and mentored diverse, cross-functional technology teams across EMEA and global shared services, embedding an AI-first innovation culture.
  • Strategic Technology Influence - Shaped enterprise AI and innovation strategies within Group Growth and Technology Offices, positioning organisations as early adopters of transformative technologies post detailed readiness programmes.
  • Enterprise Partnership Ecosystem - Managed strategic alliances with major technology leaders (Google, AWS, Microsoft, Salesforce, Adobe, Genesys, NICE, Zendesk, SAP, LivePerson, Nuance) and emerging niche AI innovators, creating integrated technology and innovation stacks.
  • Commercial Innovation Delivery - Drove measurable business outcomes through AI-enabled transformation—achieving cost optimization, revenue acceleration, and brand growth for client portfolios.
  • Complex Deal Leadership - Owned and executed complex, technology-enabled CX transformation deals across vertical markets, including Financial Services, Travel, Automotive, and Retail.

Head of Applications Solutions

Webhelp UK
Falkirk, United Kingdom
04.2016 - 06.2019
  • Innovation and technology leader with proven expertise in building model office environments, driving digital transformation, and delivering scalable automation solutions. Skilled in shaping migration strategies, co-developing solutions with R&D, and providing thought leadership to align emerging technologies with business outcomes.
  • Built and maintained an innovation technology stack that accelerated bid readiness, enabling onboarding and transformation projects 25% faster by removing early-stage technical dependencies.
  • Designed, implemented, and operated a Model Office for “Test and Learn” scenarios, delivering 15+ Proof of Concepts and prototypes for clients including EasyJet, The Very Group, and Checkatrade — improving solution adoption rates by up to 40%.
  • Led end-to-end transition of digital and automation solutions across 10+ onshore and offshore business units, reducing operational costs and increasing process efficiency by 20%.
  • Developed robust innovation and migration strategies that reduced technology integration timelines by 30%, ensuring seamless client solution deployment into the Model Office environment.
  • Co-developed new digital and innovative products with Group R&D, resulting in three commercially viable solutions being adopted group wide.
  • Evaluated and negotiated supplier solutions, ensuring 100% alignment with business case requirements and performance KPIs.
  • Delivered thought leadership to close capability gaps, anticipate industry trends, and guide technology roadmaps — influencing strategic decisions for multi-million-pound transformation programmes.
  • Directed innovation and technology workstreams pre- and post-bid, contributing to £500m over 3-year terms in successful contract wins and renewals.
  • Generated and converted clients leads for Model Office services, running technology benchmarking and comparative analysis to support investment decisions.

Senior Solutions Consultant

Webhelp
Falkirk, United Kingdom
09.2014 - 03.2016
  • Business & Technology leader specializing in solutions architecture and digital transformation. Proven success securing multi-million-pound bids and designing innovative technology solutions that drive efficiency and client value. Trusted advisor to major brands across travel, finance, utilities, and retail sectors, with expertise in turning complex challenges into commercially successful outcomes.
  • Led solutions architecture for high-value bids, delivering best-in-class technology and infrastructure capabilities that secured £XXm+ in new contracts and drove expansion within existing client portfolios.
  • Key solutions lead for Travel, General Insurance/Financial Services, and Telco sectors — implementing cutting-edge desktop workflows and compliant automation solutions that improved operational efficiency by 20–35% while meeting stringent regulatory requirements.
  • Negotiated and optimised commercial frameworks with suppliers and technology partners, achieving cost reductions of up to 15% and securing enhanced service-level commitments.
  • Delivered bespoke consultancy for strategic accounts, building solution designs and programme blueprints for Shop Direct, EasyJet, Yodel, Sainsbury’s Bank, Co-op Energy, First Utility, and Post Office Money — enabling faster time-to-value and long-term client retention.
  • Conceived, scoped, and successfully delivered a major BPO opportunity for Co-op Energy following a targeted consulting-led diagnostic — an initiative that pre-dated and helped shape the conception of Gobeyond.
  • Designed, developed, and implemented the first Unified Agent Desktop solution for Financial Services and Travel clients in WH UK, marking one of the earliest large-scale tech-enabled transformation programmes in the region and improving agent productivity by 25%.

Programme Director

Toyota Motor Europe HQ
Brussels, Belgium
12.2013 - 09.2014
  • Lead the design, delivery, and global rollout with direct budgetary responsibility of a €255m cloud-based logistical planning and costing solution for a pioneering automotive manufacturer, replacing outdated legacy systems with an integrated, intuitive enterprise platform.
  • Head of a prestigious, high-visibility programme from the European HQ in Brussels.
  • Manage a team of 35 core solution & discipline leads across multiple countries.
  • Collaborate with executive teams in Tokyo and coordinate with 8 delivery partners. HCL, TCS, NEC and local partners
  • Oversee a programme budget exceeding €255m.
  • Drive innovation, automation, and process orchestration.
  • Implement Just-in-Time strategies, Kaizen, Hoshin, and lean practices.
  • Lead system prototyping, test-and-learn cycles, and staged innovation releases.
  • Ensure seamless transition from legacy manual systems to a modern cloud-based enterprise platform.
  • Deliver an intuitive, fully integrated web-based solution for logistical planning and costing.

Head of Operational Planning & Financial Control

TUI AG
Luton, United Kingdom
07.2010 - 06.2013
  • Senior operational leader within the world’s largest tour operator, driving transformation, technology integration, and best-in-class practices across contact centres, retail, and overseas operations. Proven expertise in Target Operating Model (TOM) design, brand mergers, BPO management, and large-scale system overhauls. Successfully delivered innovative operational models, fraud prevention systems, and commercial programmes, enhancing revenue generation and market differentiation across multiple brands in the travel sector.
  • Directed operational strategy and transformation initiatives for the world’s largest tour operator, enhancing contact centre, retail, and overseas operations through advanced technologies and TOM design.
  • Led high-profile brand merger programmes between First Choice and Thomson (TUI), including site consolidation, BPO integration, and ecosystem refresh across technology, data, and finance.
  • Implemented the UK’s first effective Virtual Contact Centre (VCC) model for retail and contact centres, improving flexibility and performance.
  • Designed and delivered e-commerce and retail fraud prevention systems, as well as financial accounting processes to strengthen operational integrity.
  • Served as operational and transformation lead for airline merger and commercial programmes, driving revenue generation and market differentiation across 22 TUI brands.
  • Owned and managed strategic BPO partnerships with WNS and Capita, ensuring service quality, cost efficiency, and operational alignment.

Various Senior roles

First Choice & TUI
Manchester, United Kingdom
07.2005 - 06.2010
  • Experienced Head of Operational Planning with expertise in analytics, project management, and telephony capabilities across major UK travel brands (First Choice, TUI). Proven track record in driving innovation, implementing disruptive technologies, and delivering market-leading customer service solutions. Skilled in omni-channel development and revenue optimization.
  • Led operational planning function covering insights, analytics, projects/programmes, resource planning, and telephony capabilities across First Choice and TUI brands.
  • Spearheaded market-leading innovations, delivering disruptive processes and pioneering technology solutions.
  • Delivered the UK’s first speech-enabled payment self-serve solution, creating a foundation for future innovation in customer self-service.
  • Developed and implemented omni-channel platforms, enhancing customer engagement and operational efficiency.
  • Designed and deployed workflow management and outbound revenue generation tools and processes to drive commercial performance.
  • Championed the integration of advanced analytics to inform decision-making and optimise resource allocation.

Operational Program Capability & Ops Planning Manager

Citigroup
London, United Kingdom
03.2002 - 07.2005
  • Senior Operations Leader reporting to the Head of UK Card, Loans, and Mortgages Operations, with end-to-end responsibility for managing large-scale contact centre operations (c.1600 FTE) across UK and offshore sites. Proven track record in delivering operational excellence, driving innovation, implementing change programmes, and enhancing customer experience. Recognised as part of Citifinancial’s Leaders of Distinction programme
  • Managed Contact Centre budget, IT, telephony, management information (MI), capacity, and resource planning.
  • Oversaw operations for Cards, Underwriting, Collections, mortgages and customer service teams.
  • Directed UK and offshore operations, ensuring efficiency and service excellence.
  • Led major change programmes, including Chip & Pin rollout, early fraud detection, and credit risk detection design and implementation.
  • Delivered customer insight analysis and drove ongoing business and process re-engineering.
  • Championed design, innovation, and delivery of operational improvements.
  • Recognised on the Citifinancial Leaders of Distinction programme for exceptional leadership.

Ops Planning Manager & Implementation

GUS, Experian BPO Services
Manchester, United Kingdom
10.1999 - 02.2002
  • Senior operations leader with a proven record in strategic forecasting, data-driven decision-making, and large-scale technology transformation. Experienced in managing multi-client BPO portfolios, driving operational excellence, and securing high-value contracts through innovative bid and solutions support.
  • Directed Managed Operations strategy for leading brands including Hitachi Finance, First National Services, GE Capital, and major retail clients, delivering measurable efficiency and service gains.
  • Led enterprise-wide tech transformation and Lean process optimisation, leveraging analytics to forecast demand, optimise resources, and enhance customer experience.
  • Partnered with executive stakeholders on bid and solutions design, securing competitive wins and aligning service models with evolving market demands.

Education

GCSE's -

Archbishop Temple
Preston
09.1990 - 07.1995

A Levels - Design Technology

Preston College
Preston
09.1995 - 08.1997

BEng (Hons) - Mechatronics

UCLAN
Preston
09.1997 - 06.2000

Coding essentials - AI, Python, Matlab, Java, C#, SQL, MySQL, REST API

Skills

  • Growth initiatives
  • IT strategy development
  • Corporate governance understanding
  • In-Depth industry knowledge
  • Business development savvy
  • Six Sigma Methodologies
  • Executive presence
  • Inspirational motivation
  • Leadership excellence
  • Digital transformation knowledge

Certification

  • Senior Negotiation skills
  • Leaders of Distinction Programme - Citigroup
  • Advanced MS Applications
  • Prince 2, Six Sigma Lean, MSP Trained, Agile – Scrum, Kaizen, ITIL
  • 2 times winner at the ECCSA for best use of technology innovation
  • Qualified Mountain Leader, Rock Climbing and Kayaking coach.

Strategic Domain Expertise

  • Generative AI & Future Workplace Pioneer - Early architect of enterprise Gen AI adoption, designing proprietary agentic frameworks and AI-powered operating models that fundamentally reimagine organizational design, workforce dynamics, and value creation. Lead innovator within AI Group Product Offices, shaping how enterprises harness AI for exponential growth.
  • Transformation at Scale - Orchestrated complex Tier 4 digital transformations across Financial Services, Travel, Automotive, and Retail sectors, delivering measurable ROI through integrated CX platforms, advanced analytics, and operational excellence frameworks. Successfully executed £500M+ in strategic deals while reducing transformation timelines by 30%.
  • Platform Engineering & Innovation Labs - Founded and scaled multiple Model Office environments and innovation labs globally, accelerating solution adoption by 40% and enabling rapid prototyping of breakthrough technologies. Built strategic alliances with Google, AWS, Microsoft, Salesforce, and emerging AI innovators to create integrated technology ecosystems.

Executive Impact & Thought Leadership

Recognized thought leader who shapes boardroom conversations on AI readiness, digital resilience, and future-state operating models. Expert at translating emerging technology trends into executable strategies that deliver both immediate wins and long-term competitive moats. Published insights on workforce transformation, agentic AI deployment, and the intersection of human-centric design with automation.

Leadership Philosophy

  • Champions a unique fusion of visionary thinking and pragmatic execution - building cultures of innovation while ensuring commercial viability and operational resilience. Proven ability to coach C-Suite executives through complex change journeys, upskill entire organizations for AI adoption, and embed transformation capabilities that outlast consulting engagements.
  • Operational Management & Excellence –Programme Management MSP – Trained – Prince 2, Kaizen, Lean qualified – Management Consulting, Transformation Consultancy - Change Management - New Business Bids / Implementation – ITIL Solutions design. Working knowledge of best-in-class Technologies and capabilities. Platform, UI/UX Engineering management. Gen AI and Emerging futurologist in tech & Innovation. 2 times winner at the ECCCSA Awards for the most innovative use of Technology. Runner up at the MCA Tech Innovation category
  • “Where visionary strategy meets flawless execution - transforming enterprises for the AI-powered future while delivering measurable value today.”

Timeline

Solutions Director EMEA CX & Tech Transformation

Concentrix
07.2019 - 08.2025

Head of Applications Solutions

Webhelp UK
04.2016 - 06.2019

Senior Solutions Consultant

Webhelp
09.2014 - 03.2016

Programme Director

Toyota Motor Europe HQ
12.2013 - 09.2014

Head of Operational Planning & Financial Control

TUI AG
07.2010 - 06.2013

Various Senior roles

First Choice & TUI
07.2005 - 06.2010

Operational Program Capability & Ops Planning Manager

Citigroup
03.2002 - 07.2005

Ops Planning Manager & Implementation

GUS, Experian BPO Services
10.1999 - 02.2002

BEng (Hons) - Mechatronics

UCLAN
09.1997 - 06.2000

A Levels - Design Technology

Preston College
09.1995 - 08.1997

GCSE's -

Archbishop Temple
09.1990 - 07.1995

Coding essentials - AI, Python, Matlab, Java, C#, SQL, MySQL, REST API

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Atif Rashid