AI Strategy & Customer Experience Lead

QUESS SINGAPORE; Singapore; On-site; SGD 100,000 - 140,000; Full time

Job summary

QUESS SINGAPORE is seeking an AI Strategy & Implementation leader to shape how AI transforms customer service across channels. You will drive strategy, deploy AI-powered solutions, and collaborate with regional teams to scale Generative AI across journeys.

Responsibilities include governance, analytics, stakeholder engagement, and change management to ensure ethical, compliant, and measurable impact on CX.

Qualifications

• Bachelor’s degree in any discipline with AI-enabled customer-service ops experience.
• 4+ years in AI, automation, customer service tech, or related roles.
• Experience implementing AI-powered solutions like chatbots, virtual assistants, and Generative AI.

Responsibilities

• Develop and execute AI strategies to improve customer service operations.
• Lead deployment of AI-powered solutions across channels and platforms.
• Collaborate with technical teams to integrate AI with CRM, ticketing, and engagement platforms.
• Monitor performance using CX metrics and build dashboards for impact.

Skills

AI strategy

Customer tech

Data analysis

Stakeholder mgmt

Korean language

Education

Bachelor's degree

Tools

Salesforce

Microsoft Dynamics 365

ServiceNow

Zendesk

Job description

QUESS SINGAPORE is seeking an AI Strategy & Implementation leader to shape how AI transforms customer service across channels. You will drive strategy, deploy AI-powered solutions, and collaborate with regional teams to scale Generative AI across journeys.

Responsibilities include governance, analytics, stakeholder engagement, and change management to ensure ethical, compliant, and measurable impact on CX.