VP, Digital Service & CX
This job is no longer available
There are still lots of open positions. Let's find the one that's right for you.
About The Position
As a Vice President, Digital Service & CX on the Conversational Channels team, you'll be responsible for defining and delivering an industry-leading customer experience across multiple digital customer service channels, with a focus on the IVR, Chat Bots/IVA and 2-way rich communication services (RCS) messaging. Actively and consistently lead all efforts to simplify and enhance the customer experience using conversational design principles and AI/ML/NLP/LLM based technologies at scale. Deliver the end-to-end customer experience for multiple digital service channels using omni-channel strategies. Utilizing data from customer insights, KPIs and industry analysis to make data-based product design decisions. Creating and visualizing customer personae and mapping client journeys throughout the lifecycle, assessing the current state experience, capturing touchpoints, and highlighting areas of friction. Partnering with Product, Call Center, Field Operations, Engineering, and other business units to define product strategies and business requirements. Driving conversational customer experiences across multiple channels by advising on design/redesign of customer journeys & processes. Working with the UI/UX and technology teams to create prototypes, conduct experiments and usability testing, to identify and eliminate customer pain points. Acting as IVR and Chat Bots/IVA channel owner to establish business KPIs and an automated mechanism for KPI tracking. Responsible for driving new business cases with measurable ROIs and long-term business outcomes; Corresponding budget (Capital and Operating) and schedule ownership.
