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

- **Company:** Tech Inc
- **Location:** Dallas, TX, United States
- **Experience:** Expert
- **Salary:** $145,600.0 - $176,800.0
- **Contract:** Permanent contract
- **Skills:** Artificial Intelligence, Sentiment Analysis, Chatbots, Large Language Models
- **Published:** May 22, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=39eebff166f39537

## About the Role

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

## Description

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.


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