As a Senior Manager/Manager in the Customer Experience team, you will analyse customer journeys, service operations and internal workflows to identify pain points, opportunities and emerging issues. You will work with stakeholders to design, pilot and implement LLM and automation‑enabled solutions that improve customer experience, strengthen service delivery, reduce service demand and raise operational efficiency.

• Uncover and understand customers’ pain points, behaviours and service needs through analysis of customer feedback, operational data and AI‑enabled insights, and translate these into improvements to services, communications and processes.
• Identify and implement opportunities to use AI, LLM and automation tools to enhance customer experience, improve service delivery and streamline internal workflows.
• Reduce service demand and effort‑to‑serve by improving self‑help journeys, respon...