Description
The Client Experience Artificial Intelligence Enablement Lead supports the Client Experience organization by leveraging AI, data, and knowledge systems to improve how client-facing teams operate and how clients access information.
This role plays a key part in embedding AI into the Client Experience model-enhancing how content is created, how support is delivered, and how clients engage with knowledge resources such as community, chatbot tools, and documentation.
Working across Client Experience Managers (CXMs), Support, and Client Engagement & Adoption functions, the Lead improves operational visibility, strengthens system utilization (CRM, Gainsight, Jira), and scales how knowledge and guidance are delivered across the client lifecycle.
Success in this role means AI is effectively used to reduce friction, improve consistency, and enable both clients and internal teams to operate more efficiently and confidently.
Responsibilities
Utilize AI tools (e.g., Claude, Bedrock) to improve internal workflows, documentation, and reporting processes
Develop and maintain templates and prompt libraries to support consistent, efficient content creation
Identify repetitive operational tasks and implement AI-assisted solutions to improve efficiency
Analyze case trends, client interaction data, and engagement activity to identify patterns and operational insights
Deliver AI capability to provide visibility into client behavior, time sinks, and recurring issues to inform leadership decision-making
Leverage AI to automate creation and maintenance of internal documentation, including process guides, playbooks, and templates
Enable consistency in how teams document client interactions, workflows, and operational practices
The incumbent must be able to:
Analyze data and translate findings into actionable operational improvements
Balance multiple priorities across teams and functions
Learn and apply new tools, including AI platforms, to improve workflows
Communicate clearly with cross-functional stakeholders
Work independently while maintaining strong attention to detail
Qualifications
Bachelor's degree in Business, Analytics, Information Systems, or related field (or equivalent experience)
2-4 years of experience in prompt engineering, operations, analytics, client success, or support environments
Strong analytical skills with the ability to identify patterns and trends
Strong written communication skills, particularly in documentation and process definition
Proficiency in Microsoft Excel (pivot tables, formulas)
Ability to manage multiple tasks in a fast-paced, remote environment
Experience using AI tools to solve complex problems (e.g., Claude, Bedrock, or similar platforms)
Experience in SaaS, ERP, or customer support/client success organizations
Familiarity with CRM systems (e.g., Microsoft Dynamics 365, Salesforce)
Experience with reporting tools (e.g., Power BI)
Experience supporting knowledge management or process improvement initiatives
Exposure to workflow automation or AI-assisted documentation