AI Product Lead: Customer Experience & Contact Center

Capgemini Invent; Chicago (IL); On-site; USD 121,000 - 237,000; Full time

Benefits offered by this job

Paid time off

Healthcare benefits

Retirement plans

Life and disability insurance

Employee assistance programs

Job summary

Capgemini Invent is seeking a data-driven transformation leader in Chicago to drive AI-enabled customer experiences. You will own end-to-end AI delivery from definition through UAT and deployment, coordinating business and tech teams to deliver measurable value.

You will manage ambiguity in evolving AI use cases, align stakeholders, and ensure solutions improve customer operations and outcomes. This role sits at the intersection of strategy, data, and design.

Qualifications

• Experience as an AI product manager or program manager in customer-facing domains.
• Familiarity with contact center operations, customer interaction platforms, or self-service tech.
• Strong program management across delivery, testing, and value tracking.
• Ability to clearly communicate and manage expectations amid uncertainty.

Responsibilities

• Oversee AI products and programs related to customer interactions and self-service.
• Lead internal product development lifecycle from definition to deployment.
• Coordinate cross-functional teams delivering AI solutions affecting operations.
• Ensure initiatives deliver measurable business value and improve CX.
• Serve as primary delivery interface between tech teams and business stakeholders.

Skills

AI product management

Program management

Contact center operations

Stakeholder management

Clear communication

Job description

Capgemini Invent is seeking a data-driven transformation leader in Chicago to drive AI-enabled customer experiences. You will own end-to-end AI delivery from definition through UAT and deployment, coordinating business and tech teams to deliver measurable value.

You will manage ambiguity in evolving AI use cases, align stakeholders, and ensure solutions improve customer operations and outcomes. This role sits at the intersection of strategy, data, and design.