Summary

We are seeking a Customer Experience AI Transformation to lead the product strategy, roadmap, and delivery of key digital transformation initiatives on the Customer & Channel Experience (CCX) team. This critical role will be responsible for: 

• Customer Experience AI Product Strategy: Champion the strategic vision that ensures AI works horizontally, across transformation programs and platforms, to unlock personalized, delightful customer experiences  
• Market Research: Track technological innovations in Predictive, Generative, and Agentic AI, and support the implementation of highest-impact opportunities in both internally-built and SaaS platform solutions 
• Product Lifecycle Management: Lead product journeys through concept, launch, development, iteration, and optimization 
• Product Development Oversight: Drive product development activities, collaborate with technical teams, and be the “control tower” that identifies and mitigates risks and roadblocks 
• Channel Strategy: Lead the design and development of omni-channel strategies to drive effective reach, distribution, personalization, and value optimization 

Key Responsibilities

• Customer Focus: You're passionate about delivering exceptional customer experiences. 
• Growth Mindset: You believe in continuous learning, improvement, and adaptability. You embrace challenges and view setbacks as opportunities for growth 
• Technology Expertise: Demonstrate a strong understanding of and willingness to learn about digital technologies and platforms, with experience in Artificial Intelligence (ML, LLM) preferred. This includes leveraging these platforms to enhance business processes and improve operational efficiency. 
• Problem-Solving: You excel at solving complex problems, crafting compelling narratives, and finding efficient automated solutions. 
• Strong Communication: You possess excellent written and verbal communication skills, with a meticulous attention to detail and ability to drive consensus on proposed solutions. 
• Analytical Mindset: You thrive on identifying areas for improvement, possess strong analytical skills, and are comfortable working with large datasets. 
• Teamwork: You're a collaborative team player, able to effectively collaborate with colleagues, senior leadership, and cross-functional teams. 
• Adaptability: You embrace ambiguity and can confidently present recommendations for next steps. 
• Organization & Time Management: You're highly organized, adept at prioritizing tasks, managing multiple projects, and meeting deadlines with accuracy. 

Great to have

• Bachelors degree in Engineering or Computer Science is highly preferred  
• Development experience with VertexAI and familiarity with Agentforce, NowAssist, and Google’s Customer Engagement Suite is highly preferred 
• 2 to 3 years of recent work experience supporting and managing customer/ agent experience projects and design initiatives within a large, customer-first environment 
• Design Thinking and Agile tools (i.e. Confluence, Jira, Miro) experience is an asset 
• Telecommunications experience, IT, Technology, Finance, or exposure to a variety of strategic roles 
• Excellent project management and change management skills 
• Experience translating concepts into capability, resource, and product/service requirements 
• Involved in large-scale transformational projects and operations as an analyst/developer/project manager 
• Valued for executing cutting-edge projects with technology components in a complex, matrixed environment 
• Experience leading workshops, whiteboard discussions, technology roadmaps, and customer consultations 
• Bilingualism is an asset (English and French)