AI Experience Strategist

Job description

AI Experience Strategist_Q227 1. Experience Strategy \& Transformation • Define CX vision, north-star, experience principles, and strategic roadmaps for AI-enabled products and services. • Identify high-impact opportunities across journeys, operations, and AI-led transformation. • Lead journey mapping, service design, and future-state experience definition to unlock value. • Establish experience governance frameworks that support responsible, scalable, and measurable AI adoption. 2. Business Value \& Impact • Build data-backed business cases with clear ROI, adoption, trust, efficiency, and value-realization measures. • Define success metrics across CX, task completion, containment, fallback performance, adoption, revenue impact, and operational efficiency. • Align AI experience strategy with business, product, technology, risk, and financial goals. • Translate AI capabilities into practical user outcomes, prioritised use cases, and transformation roadmaps. 3. AI-led Innovation • Identify and frame AI-driven experience opportunities across Generative AI, conversational AI, copilots, automation, and agentic workflows. • Conduct AI capability mapping to determine where AI can assist, augment, automate, or escalate user tasks. • Create advanced personas, mental models, behavioral models, and AI interaction scenarios. • Design dynamic information architecture, dialogue flows, multi-turn interaction models, and generative interface patterns. • Develop prompting frameworks, prompt libraries, and reusable GenAI interaction patterns. • Define containment strategies, fallback mechanisms, escalation pathways, and human handoff experiences. • Design agentic function schemas and collaborate with engineering teams on function-calling workflows for AI assistants and autonomous agents. • Conduct simulations, hallucination audits, AI behavior assessments, and usability testing for AI-generated outputs. • Define LLM evaluation datasets, benchmarks, and quality criteria to assess accuracy, relevance, safety, and user trust. • Partner with data and engineering teams to shape AI-enabled solutions that are usable, accessible, responsible, and business-aligned. 4. Business Development \& Thought Leadership • Contribute to proposals, strategic pitches, AI innovation workshops, and client discovery engagements. • Represent design in client discussions and industry forums with a strong point of view on human-centered AI.