Customer Experience Manager

The AI Process & CX Designers are responsible for mapping and redesigning end-to-end business processes to embed AI and agentic workflows. They translate the strategic transformation vision into practical, user-centered process designs that work within the constraints of existing BSS and OSS systems.

These roles work across all B2B domains, ensuring that AI is not layered onto broken processes but embedded into redesigned ones that deliver genuine efficiency and customer experience improvement.

• Map existing end-to-end business processes across B2B domains: sales, care, collections, back office, and pricing.
• Redesign processes to embed AI and agentic workflows, defining the human‑AI interaction model for each use case.
• Define user stories and acceptance criteria for AI‑embedded process changes.
• Ensure process changes are aligned across BSS and OSS systems and do not create downstream conflicts.
• Collaborate with the AI Solutions Analyst to translate process designs into technical specifications.
• Validate redesigned processes with business domain stakeholders and iterate based on feedback.

• Experienced process designer or business analyst with a track record of journey mapping and process redesign in complex B2B environments.
• Exposure to AI or agentic workflow design is highly valued.

• Strong process mapping and redesign capability across complex, multi‑system environments.
• Experience in user story definition and acceptance criteria development.
• Understanding of BSS and OSS system constraints in telco or enterprise B2B contexts.
• Ability to translate AI capabilities into practical, user‑centered workflow designs.

We are committed to diversity and inclusivity.