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Own the digital support transformation roadmap across portal, AI search, chatbot/virtual agent
Identify high-volume and recurring request types that can be prevented, automated, resolved through
Drive the roadmap required to achieve 60% digital resolution for eligible non-premium requests
Partner with Product Management, Engineering, IT, ServiceNow/platform owners
Lead BPM and PMO-style coordination, including process mapping, initiative planning, business case
Improve structured intake, triage, classification, routing, resolution guidance, SLA/escalation

Demonstrated experience transforming customer support organizations through self-service
Experience identifying, prioritizing, and delivering AI-powered support capabilities, workflow
Strong process improvement and PMO skills, including process mapping, business case development
Proven ability to lead initiatives across Customer Support, Product Management, Engineering, IT
Strong analytical skills with experience defining and managing KPIs, using customer and operational

Responsable de l’expérience numérique / Digital Experience Leader, Customer Support

Meet JobCopilot: Your Personal AI Job Hunter