Senior Lead - Customer Experience (CX) AI Transformation | Dallas, TX (Hybrid)

The role focuses on improving customer experience through solutions such as chatbots, agent assist, conversational AI, automation, sentiment analysis, and customer journey optimization. The candidate will work closely with business, product, technology, and operations teams to define requirements, identify AI opportunities, and deliver CX transformation initiatives.

Do you have experience in Stakeholder relationship building?, 7+ years of experience in Customer Experience (CX), Contact Center, Customer Support Operations, Product, or Digital Transformation Strong experience in AI/GenAI use cases in CX or contact center environments Experience with chatbot, conversational AI, agent assist, automation, or sentiment analysis Strong understanding of CX metrics such as CSAT, NPS, VOC, and customer journey mapping Experience defining business requirements, use cases, and success metrics Strong stakeholder management, communication, and leadership skills Experience leading CX transformation or AI-driven initiatives Exposure to LLM-based solutions and GenAI concepts (nice to have) Experience in customer analytics and journey optimization (nice to have)

Lead CX AI transformation initiatives across digital and contact center channels Identify and implement AI/GenAI use cases to improve customer experience Work on chatbot, agent assist, and automation solutions Analyze CSAT, NPS, VOC, and customer journey data for improvements Define success metrics and adoption strategies for AI solutions Collaborate with cross-functional teams to deliver CX programs

Ideal candidate: Strong in CX transformation, AI-driven solutions, stakeholder management, and end-to-end delivery of CX initiatives in fast-paced environments

$70 - $85 an hour - Contract