Lead - CX Automation

This role will identify high-impact use cases, work with business and technology teams, and ensure end-to-end delivery of AI solutions at scale

1. AI in CX Strategy & Roadmap
• Define AI and automation roadmap aligned to CX 2.0 and business priorities
• Identify high-impact use cases with clear ROI
2. Use Case Identification & Prioritization
Identify opportunities across:
• Assisted support
• Self-service
• Sales enablement
• Proactive diagnostics
• Prioritize based on impact and feasibility
3. End-to-End Implementation
Lead delivery from:
• Problem definition
• Solution design
• Pilot
• Production rollout
4. Cross-Functional Collaboration
• Partner with CX, Product, Engineering, Data Science, AI COE, and Business teams
• Define data requirements and integration approach
5. Performance Tracking
• Track measurable impact across:
• NPS
• Conversion
• Turnaround time
• Cost efficiency

Expected Outcomes
• Scaled deployment of AI-led CX use cases across journeys
• Reduction in customer effort and support load
• Improved first contact resolution and turnaround times
• Measurable improvement in CX and operational efficiency metrics

Key Attributes

• Should be Customer-centric: empathetic and curious with an ability to internalize the point of view of our customer and exhaustively represent their wants, needs and pain points
• Forward thinker: should have the aptitude for creative and innovative thinking and analysis
• Good interpersonal, networking and influencing skills 
• Problem solving and analytical skills
• Data driven mindset with an aptitude for technology
• Strong project management skills
• Change management and communication skills
• Be Collaborative. Should be able to thrive in a culture of collaboration and promote deep partnership between cross-functional teams.