Associate Principal, CX Strategy

Job Summary

Driving digital and AI transformation initiatives, the full-time Associate Principal, CX Application Strategy will operate in a hybrid or remote capacity, focusing on bridging strategy and technology to enhance customer experience through innovative AI solutions.

Key responsibilities

• Act as a strategic bridge between business goals and AI capabilities, defining UX features and success metrics for deployments
• Design AI-driven CX strategies and advise on pilot programs to move clients from concept to implementation
• Partner with cross-functional teams to build functional business cases for modern AI tools and foundational contact center technology

Required qualifications

• 5-10 years of experience in management consulting, digital/product strategy, or solutions engineering within a tech or AI-focused environment
• Proficiency in modern contact center ecosystems and experience with foundational CCaaS platforms
• Strong analytical skills with the ability to quantify the business value of tech/AI solutions
• Excellent communication skills, capable of presenting technical concepts to non-technical stakeholders
• A deep curiosity and passion for advancements in digital customer experience and AI technologies