About this opportunity
Your Role:
Lead the identification, design, development and implementation of China Customer Service AI and digital solution, with strong focus on customer journey optimization, process efficiency improvement. The role aims to improve operational efficiency, service quality, employe experience and customer experience through scalable, data-driven and compliant digital solutions.
Key Responsibilities
Define and drive the Customer Service AI and digital transformation roadmap aligned with business priorities, customer experience objectives, operational pain points and global CS digital strategy.
Deeply analyze the end-to-end Customer Service journey and related processes, including Order-to-Cash, customer inquiry, master data, complaint handling, customer communication and service performance management, to identify high-value AI opportunities.
Discover, evaluate and prioritize AI/Digital use cases based on business value, collaborate with cross-functional teams (IT, Commercial, ISCO etc.) to deliver scalable digital solutions.
Represent LS China Customer Service in global CS digital initiatives, ensuring alignment and effective localization, adoption and feedback from China business needs.
Drive change management and adoption of digital and AI solutions within Customer Service
Ensure AI and digital solutions comply with relevant business process controls, data privacy, data security, access control, quality and regulatory requirements.Define and track value realization metrics, such as automation rate, cycle time reduction, case resolution efficiency, data quality improvement, user adoption, customer satisfaction and productivity gains.
Key Requirements
Bachelor’s degree or above in Business, computer science, operations management or related fields
Proven experience in Digital Transformation, AI/automation projects
Solid experience or strong understanding of Customer Service, order to invoice, commercial operations, digital/AI and process optimization.
Strong understanding of end-to-end customer service processes and customer journey, with the ability to identify process pain points and translate them into digital or AI solution opportunities.
Hands-on capability in at least some of the areas: such as RPA, generative AI tools, workflow automation, AI agent design, low-code/no-code development, prompt engineering, etc.
Strong project management, stakeholder management, and problem-solving skills
Strong awareness of data compliance, access control, data privacy, business process control and responsive AI principles in enterprise environments.
Ability to convert ambiguous business problems into structured requirements, solutions concepts, process designs and actionable implementation plans.
Fluent in Chinese and English, with ability to work effectively with both local, regional and global stakeholders.
Job details
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