The Director/VA, RPA & Platforms is responsible for overseeing and providing strategic advisory services related to advanced GEN Artificial Intelligence (AI), Machine Learning, algorithms, and analytics technologies, as well as Robotic Process Automation (RPA). This role supports the execution of digital transformation initiatives, aiming to enhance operational efficiencies and create innovative solutions for consumer and small to medium business (SMB) clients.
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This pivotal position within the Customer Experience team's Strategic Roadmap steers the design direction for AI technologies, generative AI technologies, and RPA, focusing on user-centricity and accessibility for self-service channels. The role encompasses supervising the entire design process, from concept generation to implementation, ensuring excellence and consistency across all platforms and products, ultimately aiming to forge exceptional customer experiences.
Responsibilities:
- Strategic Leadership: Drive digitization strategies to transform traditional services into efficient offerings, enhancing customer experience and creating monetization opportunities.
- Portfolio Management: Lead the strategic development and execution of AI, RPA, self-service channels, and predictive analytics initiatives to support business goals.
- Design and Vision: Oversee the design of corporate GEN AI and Machine Learning products and solutions, creating a blueprint for transforming traditional customer care into a digital care center.
- Automation Opportunities: Identify and implement AI strategies and automation opportunities across business units.
- Customer Journey Enhancement: Utilize mapping and analytical tools to improve the customer journey, address challenges, and integrate innovative design methodologies.
- Platform Management: Oversee the design, development, and maintenance of AI and RPA platforms, ensuring scalability, security, and compliance with regulations.
- Stakeholder Engagement: Collaborate with business leaders and stakeholders to identify automation opportunities, define system requirements, and communicate the value of AI and RPA initiatives.
- Risk Management: Assess and mitigate risks related to AI and RPA platforms, ensuring compliance with data privacy and ethical standards.
Qualifications:
- 10+ years of work experience, preferably in customer service within the telecom or banking industry.
- 10+ years in a leadership role.
Location: Ajman, Ajman Emirate, United Arab Emirates
Work Conditions: On-site, Full-time
Language Requirements: Not specified in the posting.
