Vice President, Customer Experience Product Transformation

Own the enterprise strategy and product roadmap for AI-powered customer servicing across voice (including IVR), chat, messaging, and email. Lead platform modernization, global deployment, and continuous optimization to scale GenAI capabilities. Define end-to-end customer journey and conversational experiences, establish the operating model, drive governance and risk/compliance-by-design, and deliver measurable outcomes across containment, deflection, satisfaction, adoption, and cost reduction.