Automation and AI Transformation Specialist supports the digital transformation of Global Customer Experience by identifying and delivering automation and AI solutions that improve efficiency, scalability, and customer satisfaction.
Requirements
- Represent Customer Operations and Program Management on automation and AI initiatives.
- Partner cross‐functionally with Customer Operations, CEx Program Management, Commercial Process Excellence, and IT to define, document, prioritize, and test initiatives.
- Manage the intake and pipeline of automation and AI opportunities, including benefit tracking.
- Define, track, and report performance metrics for automation and AI efforts.
- Support existing automation solutions (RPA, OCR, AI workflows) in coordination with Automation Specialists and the Automation & AI Transformation Manager.
- Manage ServiceNow or similar break/fix tickets, including triage, documentation, and escalation.
- Create and maintain process documentation, requirements, test scripts, UAT results, SOPs, and user guides.
- Lead or support SIT/UAT testing, production validation, and change control activities.
- Build strong working relationships across technical and business teams and communicate status, risks, and dependencies clearly.
- Serve as the primary point of contact for IT and GCE partners on assigned initiatives.
- Engage with external customers to gather feedback, understand pain points, and ensure solutions meet their needs.
- Communicate proactively with external clients throughout project lifecycles, providing updates and addressing questions.
- Identify process gaps and recommend automation or AI‐driven improvements.
- Coach and support GCE teams as they adopt new digital tools and process changes.
Benefits
- Company-wide bonuses and long-term incentives align with key business results and ensure you are rewarded when the company performs well.
- 100% company-paid pension benefit with fixed contributions that grow throughout your career.
- Matching contributions to your 401(k) savings plan of up to 4% of pay when you contribute at least 6% of pay.
- Medical, dental, vision, paid parental leave, family building support, fitness, company-paid life insurance, disability, disease management programs, paid time off, and an Employee Assistance Program (EAP) to support you and your family.
- Recognition program to celebrate successes and reward colleagues who make exceptional contributions.
