Overview

We are seeking a dynamic and forward-thinking candidate to lead client transformation and optimization that improve customer and agent experiences through the use of cutting-edge technologies, particularly AI. This role will implement new systems, channels, and strategies that streamline the customer and agent journey, enhancing operational efficiency across the organization. The ideal candidate will have strong analytical skills, a passion for continuous improvement, and a deep understanding of emerging AI trends. The position requires strong expertise in operational excellence, governance, and continuous improvement methodologies to ensure measurable business impact and stakeholder alignment.

Qualifications

Technical Skills:

• Expertise in Lean Six Sigma and continuous improvement methodologies.
• Strong understanding of digital tools, automation platforms, and analytics.
• Ability to design and track KPIs...