Job Title: Customer Experience Digital & Innovation Lead

nLocation: China/India

nReports to: Head of Customer Experience

nDepartment: Energy

nJob Summary:

nLead 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.

nKey Responsibilities:

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1. Define and own the CX technology roadmap
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- Assess the existing landscape for existing CX tools per business operations.
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- Support monitoring of technology roll outs to match nuanced approaches.
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- Coordinate with CX operational teams to track output against plan.
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1. Lead adoption of AI capability across CX
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- Identify AI incorporation into CRM, telephony, ticketing, self-service Apps and workforce tools.
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- Evaluate suitability and feasible use of conversational AI, agent-assist tools, AI-powered Quality Assessment.
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- Embed use of Ai for predictive and automated insights generation.
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1. Partner with Central Product and Tech Leads
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- Collaboratively define CX Technology needs.
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- Curate the business requirement documents, to ensure a fit into the wider technology roadmap.
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- Manage the execution in a project-based trajectory, with timely updates.
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1. Build the Business Case
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- Work with stakeholders to build the business case and roll out plans.
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- Match business requirements for piloting, testing and phased scale-up across countries.
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1. External landscape Management
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- Own vendor evaluation and relationships for CX Technology and AI platforms.
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- Monitor emerging CX technology and AI trends relevant to energy access and similar high-growth emerging-market businesses.
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1. Change Management, Capability Building & Metrics
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- Lead country teams on an adoption journey for new tools and Ai-enabled ways of working.
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- Ensure adoption improves both customer experience and cost-to-serve, with explicit success metrics tied to the Analytics KPI framework.
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nQualifications:

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- Bachelor’s degree in Technology, Mathematics, Sciences, or a related field.
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- 6+ years of experience in CX technology, or product roles, with hands-on exposure to AI/automation adoption.
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- Certification in Project Management is an added advantage.
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nSkills:

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- Strong understanding of CX technology stacks (CRM, IVR/telephony, ticketing, workforce management) and how AI tools integrate with them.
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- Experience leading technology rollouts across multiple markets or business units.
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- Comfortable translating technical/AI capability into business impact and communicating it to non-technical stakeholders.
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- Change management experience, ideally in a fast-scaling or emerging-markets operational environment.
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📌 Customer Experience Digital & Innovation Lead (Pune)
🏢 SPIRO
📍 Pune