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You will help drive the integration of intelligent automation, predictive analytics, and GenAI capabilities into digital service channels to improve customer experiences, enhance agent efficiency, and optimize operational performance.</p>\n<p><strong>Key Responsibilities</strong></p>\n<ul>\n<li>Identify and scope opportunities to utilize AI, machine learning, and automation to optimize digital experience operations and agent support processes.</li>\n<li>Collaborate with product owners to build AI-informed business cases, including ROI modeling for predictive experiences, intelligent routing, and automated troubleshooting.</li>\n<li>Manage AI-enabled dashboards and monitoring systems that surface real-time anomalies, experience dips, and emerging performance trends.</li>\n<li>Partner with CX, analytics, and engineering teams to run A/B tests leveraging AI-generated variants, measuring uplift and customer impact.</li>\n<li>Translate customer and agent insights using AI-powered analytics (e.g., text/sentiment analysis, pattern detection) into actionable recommendations for journey improvements.</li>\n<li>Apply GenAI capabilities to improve team operations, e.g., automated insights summaries, triaging, root cause analysis drafting, and workflow documentation.</li>\n</ul>\n<p><strong>Experience &amp; Education Requirements</strong></p>\n<ul>\n<li>Overall experience &gt; 6-8 years, 4+ years’ experience required with extensive relevant customer understanding/user research/consulting experience, packaging and delivering insights to influence change. 4+ years of combined experience required in analytics, performance reporting, and/or process improvement.</li>\n<li>Advanced project and process management experience. Agile preferred.</li>\n<li>Bachelor&#39;s degree preferred in Technology, Mathematics, Statistics, Business, or related field.</li>\n<li>Master’s degree preferred in Management, Analytics, Artificial Intelligence.</li>\n<li>Experience working with AI/ML-driven platforms or analytics tools (e.g., customer behavioral modeling, NLP pipelines, predictive analytics).</li>\n<li>Background or coursework in AI, machine learning, data science, or human-centered AI preferred.</li>\n<li>Demonstrated ability to translate technical AI concepts into business language for non-technical stakeholders.</li>\n</ul>\n<p><strong>Other Critical Skills</strong></p>\n<ul>\n<li>Familiarity with GenAI tools, conversational AI platforms, and AI-assisted productivity solutions.</li>\n<li>Ability to interpret outputs from models using techniques such as anomaly detection, clustering, and predictive scoring.</li>\n<li>Strong understanding of AI ethics, governance, and responsible AI frameworks.</li>\n<li>Comfortable working in environments where AI-driven decision automation informs prioritization and operational strategies.</li>\n<li>Possesses strong technical aptitude. Intermediate knowledge in using analytic tools such as Tableau and Microsoft Excel. Proficient in Microsoft Office including MS Word, Excel, Outlook, PowerPoint.</li>\n<li>Strong verbal communication and listening skills. Strong business acumen, with effective written and verbal communication skills.</li>\n<li>Ability to communicate, influence, and deliver with cross-functional teams and enterprise stakeholders. Ability to manage multiple projects with tight deadlines effectively with cross functional teams.</li>\n</ul>\n<p><strong>Software / Tool Skills</strong></p>\n<ul>\n<li>Experience with AI/ML or data intelligence platforms (e.g., Azure ML, AWS SageMaker, Google Vertex AI—basic exposure acceptable).</li>\n<li>Hands-on familiarity with GenAI copilots, prompt engineering concepts, or LLM-based experience analysis tools.</li>\n<li>Experience interpreting insights from NLP, AI-powered text analytics, or conversational AI systems.</li>\n<li>Hands on experience with user Feedback/Data analysis tools – Qualtrics, Fullstory, Mixpanel etc.</li>\n<li>Good proficiency or practical experience of A/B Testing tools.</li>\n<li>Agile tools such as Jira, Rally etc.</li>\n<li>Understanding of Contact center and CMS tools.</li>\n<li>Excel - Intermediate/Advanced. 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