JD - CX Automation Lead

Company : Tata Tele Business Services

Website : https ://www.tatatelebusiness.com

Location : Mumbai/Bangalore

Level : SM

Whats it all about :

Define and deliver the AI and automation roadmap for CX, enabling scalable, intelligent, and efficient customer journeys across Tata Teles lifecycle. Drive measurable impact across NPS, cost efficiency, turnaround time, and revenue outcomes through AI-led solutions. We are looking for a Senior Manager who combines strategic thinking with execution capability to lead AI-driven CX transformation.

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

- Identify opportunities across :

1. Assisted support

2. Self-service

3. Sales enablement

4. Proactive diagnostics

- Prioritize based on impact and feasibility

End-to-End Implementation :

- Lead delivery from :

1. Problem definition

2. Solution design

3. Pilot

4. Production rollout

Cross-Functional Collaboration :

1. Partner with CX, Product, Engineering, Data Science, AI COE, and Business teams

2. Define data requirements and integration approach

Performance Tracking :

- Track measurable impact across :

1. NPS

2. Conversion

3. Turnaround time

4. Cost efficiency

Expected Outcomes :

- 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

Key Attributes :

- 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