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:

1. 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.

1. 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.

1. 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.

1. 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.

1. 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.

1. 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.