Customer Experience Digital & Innovation Lead

Job Title: Customer Experience Digital & Innovation Lead
Location: China/India
Reports to: Head of Customer Experience
Department: Energy
Job Summary:
Lead the CX function’s adoption of AI and emerging digital capability – ensuring the tools, platforms and automation that power customer experience keep pace with the business as it scales. This role positions CX at the front of AI-driven service innovation.
Key Responsibilities:
Define and own the CX technology roadmap
Assess the existing landscape for existing CX tools per business operations.
Support monitoring of technology roll outs to match nuanced approaches.
Coordinate with CX operational teams to track output against plan.
Lead adoption of AI capability across CX
Identify AI incorporation into CRM, telephony, ticketing, self-service Apps and workforce tools.
Evaluate suitability and feasible use of conversational AI, agent-assist tools, AI-powered Quality Assessment.
Embed use of Ai for predictive and automated insights generation.
Partner with Central Product and Tech Leads
Collaboratively define CX Technology needs.
Curate the business requirement documents, to ensure a fit into the wider technology roadmap.
Manage the execution in a project-based trajectory, with timely updates.
Build the Business Case
Work with stakeholders to build the business case and roll out plans.
Match business requirements for piloting, testing and phased scale-up across countries.
External landscape Management
Own vendor evaluation and relationships for CX Technology and AI platforms.
Monitor emerging CX technology and AI trends relevant to energy access and similar high-growth emerging-market businesses.
Change Management, Capability Building & Metrics
Lead country teams on an adoption journey for new tools and Ai-enabled ways of working.
Ensure adoption improves both customer experience and cost-to-serve, with clear success metrics tied to the Analytics KPI framework.
Qualifications:
Bachelor’s degree in Technology, Mathematics, Sciences, or a related field.
6+ years of experience in CX technology, or product roles, with hands-on exposure to AI/automation adoption.
Certification in Project Management is an added advantage.
Skills:
Strong understanding of CX technology stacks (CRM, IVR/telephony, ticketing, workforce management) and how AI tools integrate with them.
Experience leading technology rollouts across multiple markets or business units.
Comfortable translating technical/AI capability into business impact and communicating it to non-technical stakeholders.
Change management experience, ideally in a fast-scaling or emerging-markets operational environment.

Work arrangement
No