Project Manager Customer Experience (AI)

About the role

We are looking for a strategic, data‑driven Project Manager to lead AI‑enabled transformation across our Customer Experience organization in multiple countries. You will partner with country GMs, functional leaders, product and technology teams, and outsourced contact centres to design, implement and scale intelligent service solutions that improve customer experience, quality and efficiency.

Key responsibilities

• Drive AI solution design and intelligent implementation across global service processes.
• Promote standardisation and optimisation of service workflows to boost efficiency.
• Build and execute delivery plans aligned with business strategy, managing scope, timelines and outcomes.
• Coordinate resources and stakeholders across delivery, process, product/tech, QA and training teams.
• Monitor milestones, dependencies and delivery status, providing regular updates to stakeholders.
• Identify risks early, remove blockers and implement mitigation plans to meet targets.

Required profile

• Bachelor’s degree or higher in Computer Science, Engineering, Management or a related field.
• 3+ years of project or programme management experience, including at least 1 year leading AI‑related technical projects.
• Strong leadership skills with the ability to manage cross‑functional teams.
• Solid understanding of AI technologies and their business applications.
• Knowledge of service operations, quality assurance and training is a plus.

Required skills

• AI solutions