Job Title: Customer Experience Digital & Innovation Lead
Location: China/India
Reports to: Head of Customer Experience
Department: Energy
Job Summary:
Lead the CX function’s adoption of AI and emerging digital capability – ensuring the tools, platforms and automation that power customer experience keep pace with the business as it scales. This role positions CX at the front of AI-driven service innovation.
Key Responsibilities:
1. Define and own the CX technology roadmap
- Assess the existing landscape for existing CX tools per business operations.
- Support monitoring of technology roll outs to match nuanced approaches.
- Coordinate with CX operational teams to track output against plan.
1. Lead adoption of AI capability across CX
- Identify AI incorporation into CRM, telephony, ticketing, self-service Apps and workforce tools.
- Evaluate suitability and feasible use of conversational AI, agent-assist tools, AI-powered Quality Assessment.
- Embed use of Ai for predictive and automated insights generation.
1. Partner with Central Product and Tech Leads
- Collaboratively define CX Technology needs.
- Curate the business requirement documents, to ensure a fit into the wider technology roadmap.
- Manage the execution in a project-based trajectory, with timely updates.
1. Build the Business Case
- Work with stakeholders to build the business case and roll out plans.
- Match business requirements for piloting, testing and phased scale-up across countries.
1. External landscape Management
- Own vendor evaluation and relationships for CX Technology and AI platforms.
- Monitor emerging CX technology and AI trends relevant to energy access and similar high-growth emerging-market businesses.
1. Change Management, Capability Building & Metrics
- Lead country teams on an adoption journey for current tools and Ai-enabled ways of working.
- Ensure adoption improves both customer experience and cost-to-serve, with clear success metrics tied to the Analytics KPI framework.
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