About this role
Define AI-enabled CX vision and strategic roadmaps, lead journey mapping and service design, and establish experience governance for responsible AI adoption. Identify and prioritize AI-driven opportunities (including generative and conversational AI, copilots, and agentic workflows), develop prompting frameworks and LLM evaluation benchmarks, and partner with data and engineering teams to deliver usable, accessible, and business-aligned AI solutions.
Skills for this role
Experience StrategyService DesignJourney MappingExperience GovernanceBusiness Case DevelopmentROI AnalysisSuccess Metrics DefinitionCX (Customer Experience)AI-led InnovationGenerative AIConversational AICopilotsAutomationAgentic WorkflowsAI Capability MappingPersona DevelopmentMental ModelsBehavioral ModelingInteraction DesignInformation ArchitectureDialogue FlowsMulti-turn Interaction DesignGenerative Interface PatternsPrompting FrameworksPrompt LibrariesContainment StrategiesFallback MechanismsEscalation PathwaysHuman Handoff DesignAgentic Function Schemas