Senior Customer Excellence Specialist (AI & Automation)

Role Summary

The Customer Excellence Specialist (AI & Automation) is responsible for identifying opportunities to optimize customer service operations, designing AI-driven solutions, leading digital transformation initiatives, and coordinating cross-functional projects between Operations, Product, Technology, and Data teams. This role aims to improve operational efficiency, enhance customer experience, and drive the adoption of intelligent customer service solutions.

Key Responsibilities

Process Improvement & Intelligent Automation

• Analyze customer service and operational processes to identify improvement and automation opportunities.
• Design and implement AI- and automation-based solutions to optimize workflows.
• Document business processes, design workflows, and recommend process improvements.
• Monitor and evaluate the effectiveness of implemented solutions using operational KPIs.

AI Solution Development

• Analyze business needs and translate them into AI use cases.
• Contribute to the design and development of AI-powered solutions such as chatbots, voice agents, agent assist tools, and other intelligent customer service products.
• Design prompts, conversation flows, workflows, and decision logic for AI systems.
• Participate in testing, evaluating, and continuously improving AI-powered products.

Product & Project Coordination

• Serve as the primary coordinator between Operations, Product, Technology, and Data teams.
• Gather and document business requirements from stakeholders.
• Create user stories, define acceptance criteria, and prioritize product requirements.
• Track project roadmaps and ensure timely delivery of project milestones.
• Participate in User Acceptance Testing (UAT) and provide feedback to development teams.

Data Analysis & Performance Evaluation

• Analyze operational data to identify improvement opportunities.
• Define and monitor KPIs related to digital transformation and AI initiatives.
• Prepare management reports and provide data-driven recommendations to support decision-making.

Qualifications

• Bachelor's degree in Business, Information Technology, Industrial Engineering, Computer Science, or a related field.
• Minimum 3 years of experience in process improvement, digital transformation, product management, customer experience, or related roles.
• Good understanding of Artificial Intelligence concepts and their business applications.
• Experience collaborating on software development or digital product projects.
• Familiarity with customer service operations or contact center environments is a strong advantage.
• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management abilities.
• Experience with Agile methodologies (Scrum/Kanban) is preferred.
• Ability to work effectively in cross-functional teams and manage multiple initiatives simultaneously.

Key Competencies

• Process Improvement
• Business Analysis
• AI & Automation
• Digital Transformation
• Product Coordination
• Customer Experience (CX)
• Data Analysis & KPI Management
• Workflow Design
• Prompt Engineering
• Project Coordination
• Stakeholder Management
• Communication & Collaboration