AI Customer Experience Strategist

1 week ago

tiruppur, India beBeeCustomerSuccess Full time

Job OverviewWe are seeking a highly skilled professional to lead our AI customer success initiatives. As an expert in integrating artificial intelligence solutions into complex organizations, you will play a critical role in driving business growth and improving customer experiences.Key Responsibilities:Identify key opportunities for AI-driven solutions and propose measurable impact.Conceptualize and implement AI-powered workflows to reduce contact rates, handling times, and analyze customer sentiment for tailored resolutions.Cross-collaborate with technology, product, data engineering, business, and commercial teams to consolidate consumer insights into systems for decision-making.Develop and implement Co-pilot for chat and inbound support, leveraging insights from customer sentiments, pain points, customer profiles, and knowledge bases to craft instantaneous unique responses.Use data and past customer interactions to personalize customer experiences across different channels.Upskill CS teams to familiarize and actively use AI capabilities, including prompt construction and data interpretation.Partner with L&D to create relevant courses and playbooks.Design a feedback loop between engineering, CS, and product teams to continuously evolve capabilities.Define and track key success metrics, such as CSAT, Contact Deflection, AI Adoption, and Resolution Rates.Requirements:Bachelor's degree in computer science or MBA from a top-tier institute or a professional course in AI from a recognized institution (advantageous).5-8 years of experience in Customer Success, Customer Experience, or Digital Transformation.Proven track record of integrating AI solutions in large/complex organizations with clear outcomes.Excellent cross-functional communication – comfortable working with tech and non-tech teams.Excellent analytical skills and ability to translate business and functional pain-points into clear AI/Tech solutions.Bonus – Experience in SaaS, e-commerce, or high-growth tech environments.

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