Associate Principal, CX Strategy

Job Summary

To drive digital and AI transformation initiatives across global contact center operations, the full-time Associate Principal, CX Application Strategy will act as a strategic bridge between business goals and AI capabilities, focusing on designing AI-driven CX strategies and building business cases for modern AI tools in a hybrid or remote capacity.

Key responsibilities

• Bridge strategy and technology by defining UX features and success metrics for AI deployments
• Design AI-driven CX strategies and advise clients on pilot programs and implementation readiness
• Identify and prioritize tech/AI opportunities to enhance customer experience and drive ROI

Required qualifications

• 5-10 years of experience in management consulting, digital/product strategy, or solutions engineering, preferably in a tech or AI-forward environment
• Proficiency in modern contact center ecosystems and foundational CCaaS platforms
• Strong analytical skills with the ability to quantify business value and ROI of tech/AI solutions
• Excellent communication skills for engaging both technical and executive stakeholders
• Deep curiosity and passion for advancements in digital CX and AI technologies