Lead - CX Automation

Role Details

This role will identify high-impact use cases, work with business and technology teams, and ensure end-to-end delivery of AI solutions at scale

• AI in CX Strategy & Roadmap
• Define AI and automation roadmap aligned to CX 2.0 and business priorities
• Identify high-impact use cases with clear ROI
• Use Case Identification & Prioritization

• Assisted support
• Self-service
• Sales enablement
• Proactive diagnostics
• Prioritize based on impact and feasibility
• End-to-End Implementation

• Problem definition
• Solution design
• Pilot
• Production rollout
• Cross-Functional Collaboration
• Partner with CX, Product, Engineering, Data Science, AI COE, and Business teams
• Define data requirements and integration approach
• Performance Tracking
• Track measurable impact across:
• NPS
• Conversion
• Turnaround time
• Cost efficiency

• Scaled deployment of AI-led CX use cases across journeys
• Reduction in customer effort and support load
• Improved first contact resolution and turnaround times
• Measurable improvement in CX and operational efficiency metrics

• Should be Customer-centric: empathetic and curious with an ability to internalize the point of view of our customer and exhaustively represent their wants, needs and pain points
• Forward thinker: should have the aptitude for creative and innovative thinking and analysis
• Good interpersonal, networking and influencing skills
• Problem solving and analytical skills
• Data driven mindset with an aptitude for technology
• Strong project management skills
• Change management and communication skills
• Be Collaborative. Should be able to thrive in a culture of collaboration and promote deep partnership between cross-functional teams.

Preference

• 7–10 years experience in AI, automation, or digital transformation roles
• Experience deploying AI solutions in live customer journeys
• Understanding of conversational AI, LLMs, and automation frameworks

Transforming Businesses through Digitalization

Tata Tele Business Services (TTBS), belonging to the prestigious Tata Group of Companies, is the countrys leading enabler of connectivity and communication solutions for businesses. With services ranging from connectivity, collaboration, cloud, security, IoT, and marketing solutions, TTBS offers the largest portfolio of ICT services for businesses in India. With an unwavering focus on customer-centricity and innovation, TTBS continues to garner recognition from customers and peers alike.

Our People Shape Our Journey Ahead

We are Indias leading enabler of digital connectivity and technology solutions for businesses - a feat possible only because we are fueled by the dedication and passion of our people. We welcome the finest talent and believe in nurturing and mentoring them to rise into leadership roles, while standing tall on our ethics and values.