AI Experience Strategist

Infosys; Pune District; On-site; INR 1,500,000 - 2,300,000; Full time

Job summary

Infosys in Pune is seeking an experienced Experience Design professional to define CX vision, roadmaps, and governance for AI-enabled products and services.

You will map journeys, design services, build business cases with measurable ROI, and translate AI capabilities into practical user outcomes, driving adoption and value across the organization.

Qualifications

• Experience with CX strategy and AI-enabled transformation
• Ability to build ROI-focused business cases for experiences
• Experience in governance for responsible AI adoption

Responsibilities

• Define CX vision, north-star, experience principles, and strategic roadmaps for AI-enabled products and services.
• Identify high-impact opportunities across journeys, operations, and AI-led transformation with measurable value.
• Lead journey mapping, service design, and future-state experience definition to unlock value and growth.
• Contribute to proposals and client discovery engagements with a strong point of view on human-centered AI.

Skills

Foundational

Service Management

Service Design

Education

Bachelor of Engineering

Bachelor of Design

Job description

Educational Requirements

Bachelor of Engineering,Bachelor of Design

Service Line

WONG DOODY

Responsibilities

• Experience Strategy & Transformation Define CX vision, north-star, experience principles, and strategic roadmaps for AI-enabled products and services. Identify high-impact opportunities across journeys, operations, and AI-led transformation. Lead journey mapping, service design, and future-state experience definition to unlock value. Establish experience governance frameworks that support responsible, scalable, and measurable AI adoption.
• Business Value & Impact Build data-backed business cases with clear ROI, adoption, trust, efficiency, and value-realization measures. Define success metrics across CX, task completion, containment, fallback performance, adoption, revenue impact, and operational efficiency. Align AI experience strategy with business, product, technology, risk, and financial goals. Translate AI capabilities into practical user outcomes, prioritised use cases, and transformation roadmaps.
• AI-led Innovation Identify and frame AI-driven experience opportunities across Generative AI, conversational AI, copilots, automation, and agentic workflows. Conduct AI capability mapping to determine where AI can assist, augment, automate, or upscale user tasks. Create advanced personas, mental models, behavioral models, and AI interaction scenarios. Design dynamic information architecture, dialogue flows, multi-turn interaction models, and generative interface patterns. Develop prompting frameworks, prompt libraries, and reusable GenAI interaction patterns. Define containment strategies, fallback mechanisms, escalation pathways, and human handoff experiences. Design agentic function schemas and collaborate with engineering teams on function-calling workflows for AI assistants and autonomous agents. Conduct simulations, hallucination audits, AI behavior assessments, and usability testing for AI-generated outputs. Define LLM evaluation datasets, benchmarks, and quality criteria to assess accuracy, relevance, safety, and user trust. Partner with data and engineering teams to shape AI-enabled solutions that are usable, accessible, responsible, and business-aligned.
• Business Development & Thought Leadership Contribute to proposals, strategic pitches, AI innovation workshops, and client discovery engagements. Represent design in client discussions and industry forums with a strong point of view on human-centered AI.

Preferred Skills:

Foundational->Service Management->Service Design