Customer Experience Manager(AI)

Senior Manager - Customer Experience(AI/ Digital Transformation)

Experience: 10-12 Years

Location: Noida Sector 144

Department: Customer Experience

ole Overview

We are seeking a highly driven and strategic professional to lead AI-driven customer experience transformation, digital adoption, automation, customer analytics, and lifecycle marketing initiatives. The role will be responsible for leveraging Artificial Intelligence, Conversational AI, Martech platforms, customer insights, and digital self-care ecosystems to enhance customer engagement, improve operational efficiency, and drive business outcomes.

The ideal candidate will have a strong blend of Digital Transformation, AI implementation, CRM/Martech expertise, Contact Center Technologies, and Customer Analytics experience, preferably within Telecom, DTH, OTT, Banking, or other large-scale consumer businesses.

Key Responsibilities

1. AI & Digital Transformation

• Identify and prioritize AI-driven opportunities across the customer lifecycle.
• Lead the implementation and optimization of NLP, Machine Learning, and Generative AI solutions.
• Drive advanced customer intelligence initiatives, including:
• Speech Analytics
• Call Analytics
• Sentiment Analysis
• Behavioral Analytics
• Translate customer insights into actionable business recommendations and collaborate across functions to drive execution.
• Lead automation initiatives across customer support, service operations, and customer engagement processes.
• Evaluate emerging AI technologies and define digital transformation roadmaps.

2. Conversational AI & Automation

Own and continuously enhance the customer automation ecosystem, including:

• WhatsApp Chatbot
• Dynamic IVR Solutions
• Agent Assist Platforms

Key responsibilities include:

• Improving customer containment and self-service rates.
• Designing intelligent routing and automated customer journeys.
• Enhancing customer experience through AI-powered interactions.
• Driving operational efficiencies through automation and reduced assisted support dependency.

3. Martech & CRM Leadership

Lead customer lifecycle marketing initiatives through Martech and CRM platforms such as CleverTap.

Responsibilities include:

• Customer segmentation and audience management.
• Journey orchestration and campaign automation.
• Personalization and targeted communication strategies.
• Customer retention and engagement programs.
• A/B testing and optimization.
• Performance measurement and campaign analytics.

4. Self-Care & Digital Adoption

Drive adoption and usage of digital self-service channels including:

• My DishTV App
• WhatsApp Chatbot
• Digital Recharge Platforms
• Self-Troubleshooting Journeys
• Digital Service Requests

Key focus areas:

• Increase digital and DIY (Do-It-Yourself) adoption.
• Improve customer convenience and experience.
• Reduce assisted service interactions and associated costs.
• Drive customer migration to digital support channels.

5. Customer Analytics & Insights

Develop and manage executive dashboards and customer intelligence frameworks for:

• Customer Health Monitoring
• Churn Prediction & Retention Analytics
• Digital Adoption Metrics
• Voice of Customer (VOC) Trends
• Operational Performance KPIs

Responsibilities include:

• Delivering real-time actionable insights to leadership teams.
• Identifying business opportunities through predictive analytics.
• Supporting strategic decision-making through data-driven recommendations.
• Establishing governance around customer data and reporting.

Desired Candidate Profile

Education

• Bachelor's degree in Engineering, Technology, Business, Analytics, or related discipline.
• MBA or equivalent postgraduate qualification preferred.

Experience

• 10-12 years of experience in Customer Experience, CRM, AI, Analytics, or Customer Engagement functions.
• Proven track record of leading enterprise-wide digital transformation initiatives.
• Experience managing large-scale customer-facing digital platforms and automation programs.