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eService Generative Engine Optimization Operation Specialist
Full-time
We are Lenovo. We do what we say. We own what we do. We WOW our customers.
Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world’s largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY).
This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com, and read about the latest news via our StoryHub.
Job Summary
Lenovo is seeking an innovative and data-driven eService Generative Engine Optimization Operation professional to support the development, implementation, and optimization of AI-powered digital service experiences. This role will focus on enhancing Lenovo’s eService ecosystem through the application of Generative AI, Agentic AI, and data-driven operational strategies, helping improve customer engagement, self-service effectiveness, and overall user satisfaction.
The ideal candidate possesses a strong understanding of digital operations, customer experience, and analytics, with the ability to collaborate across teams to deliver impactful business outcomes.
Job Responsibilities
AI Application Strategy and Implementation
Support the development and deployment of AI-driven functionalities within Lenovo's digital service platforms, including Vantage.
Design and optimize intelligent service scenarios leveraging Agentic AI and Generative AI technologies to enhance customer interactions and service experiences.
Operation and Optimization of eService
Oversee the full life cycle management of eService through integrating AI capabilities into customer service processes and business workflows, ensuring alignment with user needs and business objectives.
Analyze customer behavior, service utilization trends with AI-generated insights to identify opportunities for improvement.
Develop and execute operational strategies aimed at increasing customer engagement, traffic, conversion rates, and retention.
Conduct regular performance reviews of AI services, analyze service data, and provide recommendations to ensure and improve service quality, operational efficiency, and user satisfaction.
Design of AI Driven Customer Service Solutions
Work closely with product, engineering, operations, and customer service teams to provide data support, strategic guidance, and tailored customer solutions.
Required Qualifications
Bachelor’s degree in Business, Information Systems, Computer Science, Data Science, Data Analytics, Artificial Intelligence, Engineering, Customer Experience Management or a related field.
5+ years of experience in digital operations, customer experience, AI applications, eService operations, or related fields.
Preferred Qualifications
Master’s degree in Business, Information Systems, Computer Science, Data Science, Artificial Intelligence, Engineering, or a related field.
Experience supporting AI-powered digital products, customer service platforms, or self-service ecosystems.
Experience with search engines (e.g. Google Search).
Experience with customer journey analysis, digital engagement strategies, and operational performance metrics.
Experience working in a global and matrixed organization.
Experience analyzing data and translating insights into actionable business recommendations.
Excellent communication and stakeholder management skills.
Proficiency with data analysis tools and reporting dashboards.
We follow a friendly hybrid model with three days a week in the office—great for collaboration and connection .
