AI Innovation Lead

1 day ago

belgaum, India beBeeCustomerSuccess Full time

About usWe're building an ecosystem of digital products and services that power everyday life. Our mission is to deliver excellence across the region, fast, scalable, and deeply customer-centric.Our vision is to develop world-class support operations with cutting-edge technology.In this role, you'll play a crucial part in filling gaps between people, technology, and processes with a single goal of embedding AI into all aspects of customer-facing channels.You'll own Consumer AI strategy for the group business spanning all customer touchpoints, craft strategies, and implement them.The key responsibilities include:Leveraging data to identify opportunities in productivity, retention, and experience, proposing suitable AI tools with measurable impactConceptualizing and implementing AI-powered workflows to reduce contact rates, handling times, and analyze customer sentiment for tailored resolutionsCross-collaborating with technology, product, data engineering, business, and commercial teams to consolidate consumer insights into systems for decision-makingDeveloping and implementing Co-pilot for chat and inbound support, leveraging customer sentiments, pain points, customer profiles, and knowledge bases to craft instantaneous unique responsesUsing data and summarization of past customer interactions to personalize experiences across different channelsUpskilling CS teams to familiarize and actively use AI capabilities, including prompt construction and data interpretationPartnering with L&D to create relevant courses and playbooksDesigning a feedback loop between engineering, CS, and product teams to continuously evolve capabilitiesDefining and tracking key success metrics such as CSAT, Contact Deflection, AI Adoption, and Resolution RatesThe ideal candidate will have:Bachelor's degree in computer science or MBA from a top-tier institute or a professional course in AI from a recognized institution5-8 years of experience in Customer Success, Customer Experience, or Digital TransformationProven track record of integrating AI solutions in large/complex organizations with clear outcomesExcellent cross-functional communication skills, comfortable working with tech and non-tech teamsAbility to analyze complex databases and storytellingCapacity to translate business and functional pain-points into clear AI/Tech solutionsThis is a challenging yet rewarding role for someone who is passionate about driving innovation and excellence in customer support.],

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