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 new tools and Ai-enabled ways of working. - Ensure adoption improves both customer experience and cost-to-serve, with explicit success metrics tied to the Analytics KPI framework. Qualifications: - Bachelor’s degree in Technology, Mathematics, Sciences, or a related field. - 6+ years of experience in CX technology, or product roles, with hands-on exposure to AI/automation adoption. - Certification in Project Management is an added advantage. Skills: - Strong understanding of CX technology stacks (CRM, IVR/telephony, ticketing, workforce management) and how AI tools integrate with them. - Experience leading technology rollouts across multiple markets or business units. - Comfortable translating technical/AI capability into business impact and communicating it to non-technical stakeholders. - Change management experience, ideally in a fast-scaling or emerging-markets operational environment.

📌 Customer Experience Digital & Innovation Lead (Pune)
🏢 SPIRO
📍 Pune