CX Systems Strategy Lead: AI-Driven Customer Experience

AEP Service Corporation; Columbus (OH); On-site; USD 99,000 - 129,000; Full time

Job summary

American Electric Power (AEP) seeks a Senior IT Consultant - Customer Experience Systems Strategy and Solutions to lead strategic initiatives across the Customer Experience Systems portfolio. You will partner with Customer Operations, Contact Center, and Technology teams to shape AI-enabled enhancements, define outcomes, and deliver measurable value.

You will drive multi-year roadmaps, oversee migrations to Genesys Cloud CX, and ensure alignment with regulatory and enterprise strategies while

Qualifications

• Bachelor's degree in computer science, engineering, information systems, business, or a related field.
• Eight or more years of progressive experience in technology, product management, business relationship management, customer experience, business analysis, or related discipline.
• Experience leading complex cross-functional initiatives from discovery through implementation, adoption, measurement, and improvement.

Responsibilities

• Lead product discovery, customer journey analysis, employee workflow analysis, process design, experience requirements, use-case definition, and value hypotheses.
• Manage migration strategy from Genesys Engage to Genesys Cloud CX aligned with Customer Operations priorities and experience goals.
• Define adoption criteria, governance, and success measures for each migration wave; ensure business acceptance and measurable value.

Skills

Strategic Leadership

Business Partnership

Product Leadership

Analytical Thinking

Executive Communication

Education

Bachelor's degree in computer science, engineering, information systems, business, or related field

Job description

American Electric Power (AEP) seeks a Senior IT Consultant - Customer Experience Systems Strategy and Solutions to lead strategic initiatives across the Customer Experience Systems portfolio. You will partner with Customer Operations, Contact Center, and Technology teams to shape AI-enabled enhancements, define outcomes, and deliver measurable value.

You will drive multi-year roadmaps, oversee migrations to Genesys Cloud CX, and ensure alignment with regulatory and enterprise strategies while