Customer Experience Digital & Innovation Lead

SPIRO; Pune District; On-site; INR 2,000,000 - 4,000,000; Full time

Job summary

SPIRO is seeking an Customer Experience Digital & Innovation Lead to drive the CX function’s AI adoption and digital capability across markets. You will ensure tools, platforms, and automation scale as the business grows, positioning CX at the forefront of AI-driven service innovation.

The role requires leading CX technology initiatives, coordinating with product and tech teams, and building strong business cases for transformational changes across the energy sector.

Qualifications

• Bachelor’s degree in Technology, Mathematics, Sciences, or a related field.
• 6+ years of experience in CX technology, or product roles, with hands-on exposure to AI/automation adoption.
• Certification in Project Management is an added advantage.

Responsibilities

• Define and own the CX technology roadmap.
• Assess the existing landscape for CX tools per business operations.
• Support monitoring of technology roll outs to match nuanced approaches.
• Coordinate with CX operational teams to track output against plan.
• Lead adoption of AI capability across CX.
• Identify AI incorporation into CRM, telephony, ticketing, self-service Apps and workforce tools.
• Evaluate suitability and feasible use of conversational AI, agent-assist tools, AI-powered Quality Assessment.
• Embed use of Ai for predictive and automated insights generation.
• Partner with Central Product and Tech Leads to define CX technology needs.
• Curate business requirement documents for integration into the technology roadmap.
• Manage execution in a project-based trajectory with timely updates.
• Build the Business Case with stakeholders for rollout plans.
• Match business requirements for piloting, testing and phased scale-up across countries.
• Own vendor evaluation and relationships for CX Technology and AI platforms.
• Monitor emerging CX tech and AI trends relevant to energy access and high-growth markets.
• Lead country teams on adoption journeys for new tools and Ai-enabled work methods.
• Ensure adoption improves customer experience and cost-to-serve with analytics KPI alignment.

Skills

CX technology stacks

AI/automation adoption

Stakeholder communication

Change management

Education

Bachelor's degree in Technology/Mathematics/Sciences

Tools

CRM

IVR/telephony

Ticketing

Workforce management

Job description

Job Title: Customer Experience Digital & Innovation Lead

Location: China/India

Reports to: Head of Customer Experience

Department: Energy

Job Summary:

Lead the CX function’s adoption of AI and emerging digital capability – ensuring the tools, platforms and automation that power customer experience keep pace with the business as it scales. This role positions CX at the front of AI-driven service innovation.

Key Responsibilities:

• Define and own the CX technology roadmap
• Assess the existing landscape for existing CX tools per business operations.
• Support monitoring of technology roll outs to match nuanced approaches.
• Coordinate with CX operational teams to track output against plan.
• Lead adoption of AI capability across CX
• Identify AI incorporation into CRM, telephony, ticketing, self-service Apps and workforce tools.
• Evaluate suitability and feasible use of conversational AI, agent-assist tools, AI-powered Quality Assessment.
• Embed use of Ai for predictive and automated insights generation.
• Partner with Central Product and Tech Leads
• Collaboratively define CX Technology needs.
• Curate the business requirement documents, to ensure a fit into the wider technology roadmap.
• Manage the execution in a project-based trajectory, with timely updates.
• Build the Business Case
• Work with stakeholders to build the business case and roll out plans.
• Match business requirements for piloting, testing and phased scale-up across countries.
• External landscape Management
• Own vendor evaluation and relationships for CX Technology and AI platforms.
• Monitor emerging CX technology and AI trends relevant to energy access and similar high-growth emerging-market businesses.
• Change Management, Capability Building & Metrics
• Lead country teams on an adoption journey for new tools and Ai-enabled ways of working.
• Ensure adoption improves both customer experience and cost-to-serve, with clear success metrics tied to the Analytics KPI framework.

Qualifications:

• Bachelor’s degree in Technology, Mathematics, Sciences, or a related field.
• 6+ years of experience in CX technology, or product roles, with hands-on exposure to AI/automation adoption.
• Certification in Project Management is an added advantage.

Skills:

• Strong understanding of CX technology stacks (CRM, IVR/telephony, ticketing, workforce management) and how AI tools integrate with them.
• Experience leading technology rollouts across multiple markets or business units.
• Comfortable translating technical/AI capability into business impact and communicating it to non-technical stakeholders.
• Change management experience, ideally in a fast-scaling or emerging-markets operational environment.