Director/VA, RPA & Platforms

Job Description

Oversee and provide advisory services for the vision and strategy of advanced GEN Artificial Intelligence, Machine Learning, algorithms, and analytics technologies, as well as Robotic Process Automation. Support the execution to drive digital transformation, enhance operational efficiencies, and create innovative solutions for Consumer \& SMB This position is pivotal within the Customer Experience team's Strategic Roadmap, as it steers the design direction for AI technologies, generative AI technologies \& RPA with a focus on user-centricity and accessibility for the self-service channels. It encompasses the supervision of the entire design process, from concept generation and exploratory sessions to implementation, guaranteeing excellence and uniformity throughout all platforms and products. The aim is to forge innovative and exceptional Customer Experiences.

Responsibilities

Strategic Leadership

• Responsible for digitization strategies of evolving traditional services into lean, agile and efficient services which offer supreme customer experience and deeper avenues of monetization.

• Accountable to lead, manage, develop, coordinate and enhance the End-to-End respective portfolio strategy within advanced AI /RPA Technologies based on sound business case.

• Lead the strategic development and execution of AI, RPA, self-service channels, and predictive analytics initiatives to support business goals and digital transformation efforts.

• Lead the vision and design of the corporate GEN Artificial Intelligence and Machine Learning products, solutions, and new digital channels.

• Create the blueprint for the organization and transforming traditional customer care (Consumer \& USMB) to a digital care center via innovative strategy and new self-service channels.

• Identify automation opportunities and implement AI strategies across business units.

• Evolve the AI customer journey to reflect new trends and address current gaps.

• Lead and execute AI, RPA, self-service, and predictive analytics to meet business goals and drive digital transformation.

• Uphold customer experience quality standards through AI and RPA deployment.

• Manage and oversee the design and implementation of advanced AI and RPA technologies.

• Transform customer care into a digital care center through innovative strategies and self-service options.

• Head the AI customer experience team, ensuring seamless service across all AI channels.

End-to-End Journey Mapping for Enhanced Customer Experience in Autonomous Channels

• Transformative Journey Enhancement - Utilize extensive mapping and analytical tools to overhaul the customer journey, focusing on design improvements and responsive strategies that streamline dialogue pathways and achieve accurate intent resolution. Consumer \& uSMB

• Pain Point Identification and Resolution - Leverage cutting-edge analytics and in-depth research, including NPS (Net Promoter Score) assessments, to pinpoint and comprehend customer challenges. Craft and execute a strategic plan to address these issues, clearly delineating roles and responsibilities across interdisciplinary teams.

• Keeping Pace with Innovation - Remain informed about the latest developments in AI, creative design, and technological breakthroughs. Integrate these advancements into design methodologies to continuously deliver an exceptional customer experience.

• Collaborate with various company functions to standardize VA lifecycle and design approaches.

Platforms Desing, Deployment and Management

• Oversee the design, development, and maintenance of AI and RPA platforms that meet the organization's requirements. Consumer \& uSMB

• Ensure the platforms are scalable, secure, and compliant with relevant regulations and standards.

• Manage the selection of appropriate tools / vendors/ technologies for AI and RPA initiatives.

• Evaluates effectiveness of intelligent and innovated platforms and offers solutions to enhance effectiveness using new technologies.

• Monitors and evaluate the assigned portfolio’s ongoing performance and quality of its output and services in close cooperation with respective industry verticals business customers

• Continually understand, define and then refine the outside-in customer view, using available analytical tools as well as future/current cross industry best practices.

• Set clear objectives and key performance indicators (KPIs) for AI and automation projects, and regularly report on progress to executive leadership and stakeholders.

• Provide management with insights on the overall performance of the organization as well as information on markets and competitors

• Monitor and analyze intelligent and innovated platforms’ Performance and develop approaches that both improve the system performance \& customer experience.

• Develop innovated design that address automation of complex process, which requires high efforts.

• Leading capturing requirements activities for the innovation of the digital platforms \& channels for the Customer care \& Experience, as well as leading the testing phases of each new/updated component.

• Drive capability gaps analysis on Customer Care \& Experience Technologies \& Digital channels to maximize efficiency and ensure compliance.

Stakeholder Engagement

• Work closely with business leaders (CXO) and stakeholders (internal \& External) to identify opportunities for process automation and AI-driven solutions.

• Lead and facilitate consultation with stakeholders (internal \& External) to define system requirements for new technologies and digital channels implementation

• Act as intermediaries between technical developers (internal \& External) and end users in hopes of aligning business needs with system design and usability

• Collaborate with Marketing, customer experience, CIT, ENG, business, retail and Finance to build business cases for prioritizing the most valuable and impactful infrastructure and technologies

• Communicate the value and impact of AI and RPA initiatives to stakeholders at all levels, including executive management.

Risk Management and Compliance

• Assess and mitigate risks associated with AI, RPA platforms and self-service channels platforms.

• Ensure compliance with data privacy, security, and ethical standards related to AI, automation and predictive models

• Establish a business continuity model that guarantees zero downtime for Intelligent Technologies.

Qualifications

10 \+ Years’ work experience preferably in customer service in telecom or banking industry with 10\+ years in a leadership role.