Vice President, Care Transformation & AI Experience -Virtual

Alight Solutions•Deerfield, IL

51d•Remote

About The Position

This role will redefine customer care at scale, transforming how millions engage across health, wealth, leave, payroll, and HR. The position will reimagine the contact center from the ground up, shifting from reactive, human-driven support to AI-powered, digital-first, and proactive experiences. The Vice President will own the strategy, roadmap, and execution to dramatically improve customer experience, automation, and cost efficiency. As a key member of the Delivery Transformation leadership team, this role sits at the intersection of product, operations, and AI, partnering across Technology, Data, and Client teams to deliver measurable, enterprise-wide impact.

Requirements

Bachelor’s degree required
15+ years in customer care, contact center operations, product leadership, or transformation roles
Experience leading enterprise-scale care transformation and AI adoption initiatives
Demonstrated success in multi-channel service environments and digital transformation

Nice To Haves

advanced degree preferred

Responsibilities

Lead transformation of large-scale, multi-channel contact center operations across voice, digital, and self-service environments.
Redesign the care delivery model to drive AI-led automation, digital adoption, and operational efficiency.
Own the shift from assisted service to intelligent, self-service and automated engagement.
Align a complex ecosystem of stakeholders - internal teams, external BPO partners, and technology vendors.
Define and scale AI-first care capabilities, including conversational AI, virtual assistants, agent augmentation, and intelligent routing.
Drive containment strategies to reduce reliance on assisted service.
Enable predictive and proactive engagement, leveraging data and AI to anticipate customer needs.
Translate AI investments into clear business outcomes and measurable ROI.
Own the multi-year roadmap for care experiences across all channels.
Ensure product innovation is fully embedded into frontline operations, workflows, and agent experience.
Partner closely with Operations to deliver real-world adoption, performance gains, and scalability.
Align investments to enterprise priorities across growth, client experience, and efficiency.
Drive measurable improvements in cost-to-serve, productivity, and service efficiency.
Optimize workforce model, capacity planning, and routing strategies using AI-driven insights.
Improve first-contact resolution, customer effort, and overall experience quality.
Establish and manage a data-driven performance system across care operations.
Modernize enterprise knowledge management to support AI-driven and assisted experiences.
Improve agent effectiveness through intelligent knowledge surfacing and workflow automation.
Accelerate onboarding and proficiency through simplified tools and AI-enabled support.
Lead large-scale, cross-functional transformation programs across Product, Technology, Operations, and Client teams.
Influence and align senior executives across multiple business units.
Drive adoption of new capabilities in a highly matrixed, complex organization.
Bring structure, clarity, and execution discipline to high-stakes transformation efforts.