Senior Manager - Customer Experience(AI/ Digital Transformation)

Experience: 10-12 Years
Location: Noida Sector 144
Department: Customer Experience
ole Overview
We are seeking a highly driven and strategic professional to lead AI-driven customer experience transformation, digital adoption, automation, customer analytics, and lifecycle marketing initiatives. The role will be responsible for leveraging Artificial Intelligence, Conversational AI, Martech platforms, customer insights, and digital self-care ecosystems to enhance customer engagement, improve operational efficiency, and drive business outcomes.
The ideal candidate will have a strong blend of Digital Transformation, AI implementation, CRM/Martech expertise, Contact Center Technologies, and Customer Analytics experience, preferably within Telecom, DTH, OTT, Banking, or other large-scale consumer businesses.
Key Responsibilities
1. AI & Digital Transformation
Identify and prioritize AI-driven opportunities across the customer lifecycle.
Lead the implementation and optimization of NLP, Machine Learning, and Generative AI solutions.




Drive advanced customer intelligence initiatives, including:
Speech Analytics
Call Analytics
Sentiment Analysis
Behavioral Analytics
Translate customer insights into actionable business recommendations and collaborate across functions to drive execution.
Lead automation initiatives across customer support, service operations, and customer engagement processes.
Evaluate emerging AI technologies and define digital transformation roadmaps.
2. Conversational AI & Automation
Own and continuously enhance the customer automation ecosystem, including:
WhatsApp Chatbot
Energetic IVR Solutions
Agent Assist Platforms
Key responsibilities include:
Improving customer containment and self-service rates.
Designing intelligent routing and automated customer journeys.
Enhancing customer experience through AI-powered interactions.
Driving operational efficiencies through automation and reduced assiste

📌 Customer Experience Manager(AI) (Noida)
🏢 DishTV
📍 Noida