CX Transformation Lead: AI & Automation

J-K Network Services; Taguig; On-site; PHP 781,200 - 1,116,000; Full time

Job summary

A global BPO company in Taguig is looking for a Senior Business Analyst to drive customer service transformation and digital initiatives. The ideal candidate will have 5–7 years of experience in the Customer Service or CX domain, a Bachelor's degree in a related field, and strong communication skills. This full-time role requires hands-on experience with ServiceNow and Genesys AI solutions, and mandates onsite work at the BGC office, providing a salary range of Php 70,000 - Php 100,000.

Qualifications

• 5–7 years of relevant experience in Customer Service or CX domain.
• Hands-on experience with ServiceNow and Genesys AI solutions.
• Willingness to work onsite in BGC, Taguig.

Responsibilities

• Collaborate closely with business and technology stakeholders.
• Develop and define customer service transformation strategies.
• Lead digital initiatives across platforms and processes.
• Implement AI-driven and automation-enabled CX solutions.
• Ensure alignment of transformation initiatives with business goals.

Skills

Strong communication skills

Stakeholder management

ServiceNow

Genesys AI solutions

Education

Bachelor’s degree in Computer Science, IT, Engineering

MBA or postgraduate degree

Job description

A global BPO company in Taguig is looking for a Senior Business Analyst to drive customer service transformation and digital initiatives. The ideal candidate will have 5–7 years of experience in the Customer Service or CX domain, a Bachelor's degree in a related field, and strong communication skills. This full-time role requires hands-on experience with ServiceNow and Genesys AI solutions, and mandates onsite work at the BGC office, providing a salary range of Php 70,000 - Php 100,000.