Client Experience AI Enablement Lead

Description

Responsibilities

• Utilize AI tools (e.g., Claude, Bedrock) to improve internal workflows, documentation, and reporting processes

• Develop and maintain templates and prompt libraries to support consistent, efficient content creation

• Identify repetitive operational tasks and implement AI-assisted solutions to improve efficiency

• Analyze case trends, client interaction data, and engagement activity to identify patterns and operational insights

• Deliver AI capability to provide visibility into client behavior, time sinks, and recurring issues to inform leadership decision-making

• Leverage AI to automate creation and maintenance of internal documentation, including process guides, playbooks, and templates

• Enable consistency in how teams document client interactions, workflows, and operational practices

The incumbent must be able to:

• Analyze data and translate findings into actionable operational improvements

• Balance multiple priorities across teams and functions

• Learn and apply new tools, including AI platforms, to improve workflows

• Communicate clearly with cross-functional stakeholders

• Work independently while maintaining strong attention to detail

Qualifications

• Bachelor’s degree in Business, Analytics, Information Systems, or related field (or equivalent experience)
• 2–4 years of experience in prompt engineering, operations, analytics, client success, or support environments
• Strong analytical skills with the ability to identify patterns and trends
• Strong written communication skills, particularly in documentation and process definition
• Proficiency in Microsoft Excel (pivot tables, formulas)
• Ability to manage multiple tasks in a fast-paced, remote environment
• Experience using AI tools to solve complex problems (e.g., Claude, Bedrock, or similar platforms)
• Experience in SaaS, ERP, or customer support/client success organizations
• Familiarity with CRM systems (e.g., Microsoft Dynamics 365, Salesforce)
• Experience with reporting tools (e.g., Power BI)
• Experience supporting knowledge management or process improvement initiatives
• Exposure to workflow automation or AI-assisted documentation