Associate Director, Digital Self Help & AI Experience

Job description

As the Associate Director, Digital Self Help & AI Experience, you will define and lead the strategy to deliver a connected and embedded digital support ecosystem that helps customers resolve issues quickly, confidently, and with minimal disruption to their workflows. This role sits within Customer Experience Transformation and operates through strong partnership across the enterprise, bringing together Product, Customer Support, Technology, Data, UX, Legal, and Security to deliver cohesive, embedded, and intelligent self-help experiences. You will lead the end-to-end digital self-help experience across the customer journey, spanning chat, IVR, voice Bot, agentic AI, and self-help content including intelligent guidance, orchestration, and seamless handoff to human support when needed. By deeply understanding customer needs, call drivers, and moments of friction, you will determine where digital self-help can deliver the greatest customer value, operational efficiency, and ROI. This strategy meets customers where, when, and how they need support and ensures each interaction is supported by the right channel, at the right time, and in the right context. This role is ideal for a senior...