AI Experience Strategist_Q227 1.

Experience Strategy & Transformation • Define CX vision, north-star, experience principles, and strategic roadmaps for AI-enabled products and services.

- Identify high-impact opportunities across journeys, operations, and AI-led transformation.
- Lead journey mapping, service design, and future-state experience definition to unlock value.
- Establish experience governance frameworks that support responsible, scalable, and measurable AI adoption. 2.

Business

Value & Impact • Build data-backed business cases with clear ROI, adoption, trust, efficiency, and value-realization measures.

- Define success metrics across CX, task completion, containment, fallback performance, adoption, revenue impact, and operational efficiency.
- Align AI experience strategy with business, product, technology, risk, and financial goals.
- Translate AI capabilities into practical user outcomes, prioritised use cases, and transformation roadmaps.
- AI-led Innovation • Identify and frame AI-driven experience opportunities across Generative AI, conversational AI, copilots, automation, and agentic workflows.
- Conduct AI capability mapping to determine where AI can assist, augment, automate, or escalate user tasks.
- Create advanced personas, mental models,



behavioral models, and AI interaction scenarios.
- Design agile information architecture, dialogue flows, multi-turn interaction models, and generative interface patterns.
- Develop prompting frameworks, prompt libraries, and reusable GenAI interaction patterns.
- Define containment strategies, fallback mechanisms, escalation pathways, and human handoff experiences.
- Design agentic function schemas and collaborate with engineering teams on function-calling workflows for AI assistants and autonomous agents.
- Conduct simulations, hallucination audits, AI behavior assessments, and usability testing for AI-generated outputs.
- Define LLM evaluation datasets, benchmarks, and quality criteria to assess accuracy, relevance, safety, and user trust.
- Partner with data and engineering teams to shape AI-enabled solutions that are usable, accessible, responsible, and business-aligned. 4.

Business

Development & Thought Leadership • Contribute to proposals, strategic pitches, AI innovation workshops, and client discovery engagements.

- Represent design in client discussions and industry forums with a strong point of view on human-centered AI.

📌 AI Experience Strategist (Pune)
🏢 Infosys
📍 Pune