Responsibilities
Key accountabilities and decision ownership:
Strategic Intelligence, Innovation & Transformation
- Define and execute theu and scaling of Agile ways of working across Intelligent and Automation chapter, enhancing organizational agility, accelerating delivery, fostering continuous improvement and strengthening customer-centric outcomes.
AI-Powered Customer Experience & Journey Transformation
- Design and optimize AI-driven, omnichannel customer journeys that are predictive, personalized, and frictionless.
- Lead the implementation of conversational AI, virtual assistants, intelligent self-service, and real-time decisioning capabilities.
- Drive the transition from reactive service delivery to autonomous, self-healing, and proactive customer experiences.
- Drive human-centered design principles to ensure superior customer experiences, accessibility, and digital adoption.
- Continuously improving journey performance, reducing customer effort while increasing satisfaction, loyalty, and advocacy.
Customer Intelligence, Analytics & Commercial Growth
- Leverage advanced analytics, behavioral intelligence, predictive models, and customer insights to anticipate customer needs and shape strategic interventions.
- Build propensity models for next-best-action, churn prediction, across customer journeys to enhance retention, loyalty, cross-sell, and upsell opportunities.
- Establish customer intelligence frameworks that transform data into actionable insights, forecasting, and strategic recommendations.
- Deliver executive insights on customer trends, growth opportunities and experience performance to influence business strategy.
Intelligent Automation & Operational Excellence
- Identify, prioritize, and deploy intelligent automation solutions that simplify operations and improve service productivity.
- Lead the implementation of hyper automation capabilities that reduce cost-to-serve while enhancing service quality and responsiveness.
- Optimize operational performance through AI-driven process orchestration, workflow automation and continuous improvement.
- Drive measurable efficiency gains, productivity improvements and service excellence through data-led decision-making.
- Establish a culture of continuous innovation, automation, and operational agility.
AI Governance, Risk & Platform Leadership
- Govern experience, AI, and automation platforms to ensure scalability, resilience, security and business readiness.
- Establish AI governance framework for experience, covering risk management, compliance, ethical AI practices, model controls, and operational oversight.
- Oversee AI model performance, accuracy, explainability, and continuous optimization to maximize customer and business outcomes.
- Ensure service continuity through robust monitoring, incident management, and platform resilience frameworks.
- Drive responsible AI adoption while maintaining regulatory and organizational compliance standards.
Business Clusters Collaboration, Leadership & Capability Building
- Partner with Care and Experience, Technology, Digital, Data, Commercial teams to deliver integrated and business-aligned customer solutions.
- Influence stakeholders and provide strategic recommendations on customer experience, intelligence, automation, and growth opportunities.
- Build Care and Experience capabilities on AI, automation, analytics, customer intelligence, and experience management disciplines.
- Lead, coach, and develop high-performing teams, fostering a culture of innovation, accountability, experimentation, and continuous learning.
- Drive customer-centricity and digital-first thinking across the organization to strengthen market leadership and long-term business growth.
- Bachelor's degree in information technology, Computer Science, Data Science, Engineering, Business Information Systems or a related field from a recognized institution.
- Professional certifications in Artificial Intelligence, Data Analytics, Automation, Customer Experience, Agile, Project Management, Product Management, or Digital Transformation will be an added advantage.
- Strong understanding of Artificial Intelligence (AI), Machine Learning (ML), Intelligent Automation, Robotic Process Automation (RPA), Conversational AI, Customer Analytics, and Predictive Modelling.
- Experience with customer experience platforms, digital engagement channels, CRM systems, customer journey management, and data visualization tools.
- Strong understanding of AI, automation, customer intelligence, and analytics.
- Strong strategic, commercial, and business acumen.
- Proven ability to lead transformation, innovation, and change.
- Strong stakeholder management and cross-functional collaboration skills.
- Excellent analytical, problem-solving, and decision-making capabilities.
- Customer-centric mindset with a focus on experience and value creation.
- Strong communication, presentation, and influencing skills.
- High levels of integrity, accountability, and professionalism.
- Strong planning, execution, and results delivery skills.
- Innovative, adaptable, and committed to continuous improvement.