As a Customer Experience Expert – AI & Journey Optimization, your primary responsibility is to enhance users’ interactions with our products and services by leveraging data, technology, and customer insights. This role focuses on optimizing customer journeys, implementing AI-driven solutions, and driving continuous improvements in customer experience. You will play a key role in identifying pain points, developing solutions, and collaborating with cross-functional teams to enhance customer satisfaction.

Success in this position will significantly contribute to increasing customer retention, and fostering long-term relationships.

What you will do

• User Journey & AI-Driven CX Enhancements:
• Own and oversee customer journeys, ensuring seamless and intuitive experiences across all touchpoints.
• Define and implement experience monitoring frameworks to identify pain points and drive improvements.
• Work closely with technical teams to enhance customer support tools, including AI-driven chatbots and customer service copilots.
• Identify opportunities for automation and personalization to improve response times and customer satisfaction.
• Drive the adoption of AI and machine learning solutions to optimize self-service capabilities and enhance customer interactions.
• Project Management & Continuous Improvement:
• Lead and execute improvement projects focused on enhancing customer experience and operational efficiency.
• Work cross-functionally with product, engineering, and business teams to implement solutions that drive user satisfaction.
• Stay up to date with industry trends and best practices in customer experience and AI-driven customer support.

What you will need