AI Transformation Leader for Customer Experience

HireLifeScience; North Wales (Montgomery County); Hybrid; USD 129,000 - 203,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

401(k) retirement benefits

Paid holidays and vacation

Sick and compassionate days

Job summary

HireLifeScience is seeking an Associate Director, AI Transformation to lead strategy, implementation, and continuous improvement of AI-enabled capabilities across our contact center ecosystem.

You will partner with cross-functional teams to enhance customer experience, improve efficiency, and ensure compliance while enabling scalable service delivery with AI, automation, and analytics.

Qualifications

• Bachelor's degree in life sciences, business, health sciences, computer science, or related field.

Responsibilities

• Partner with delivery and operations support teams in mapping functional requirements to Salesforce and NiCE features and functionality.
• Define and execute a strategic roadmap for the customer service platforms.
• Bridge the gap between traditional support operations and modern AI capabilities.
• Identify inefficiencies and deploy AI-driven solutions that reduce friction for both customers and agents.
• Identify high-value use cases for AI, including agent assist, knowledge retrieval, call summarization, intent classification, quality monitoring, and trend analytics.
• Lead cross-functional governance for AI use, including risk assessment, validation, change management, and ongoing performance monitoring.
• Evaluate emerging AI technologies and vendor solutions to determine fit for purpose, scalability, and regulatory readiness.
• Champion adoption of AI-enabled tools by CSC team.
• Define KPIs for AI tool adoption, deflection rates, CSAT impact, and operational cost savings.
• Ensure AI solutions operate within medical, legal, regulatory, privacy, and pharmacovigilance requirements.
• Collaborate with QA and compliance teams to establish validation, auditability, content controls, and human oversight processes.
• Help maintain alignment with standard operating procedures, data privacy standards, and documentation requirements.

Skills

Coordinate

Business Informatics

Business Support

Change Management

Coaching Employees

Competency Management

Contact Center Management

Customer Care

Customer Centric Focus

Data Privacy

Direct Marketing

Salesforce

NiCE

Education

Bachelor's degree in life sciences, business, health sciences, computer science, or related field

Tools

Salesforce

NiCE

Job description

HireLifeScience is seeking an Associate Director, AI Transformation to lead strategy, implementation, and continuous improvement of AI-enabled capabilities across our contact center ecosystem.

You will partner with cross-functional teams to enhance customer experience, improve efficiency, and ensure compliance while enabling scalable service delivery with AI, automation, and analytics.