- Experience Strategy Transformation
- Define CX vision north star experience principles and strategic roadmaps for AI enabled products and services
- Identify high impact opportunities across journeys operations and AI led transformation
- Lead journey mapping service design and future state experience definition to unlock value
- Establish experience governance frameworks that support responsible scalable and measurable AI adoption
- Business Value Impact
- Build data backed business cases with clear ROI adoption trust efficiency and value realization measures
- Define success metrics across CX task completion containment fallback performance adoption revenue impact and operational efficiency
- Align AI experience strategy with business product technology risk and financial goals
- Translate AI capabilities into practical user outcomes prioritised use cases and transformation roadmaps
- AI led Innovation
- Identify and frame AI driven experience opportunities across Generative AI conversational AI copilots automation and agentic workflows
- Conduct AI capability mapping to determine where AI can assist augment automate or escalate user tasks
- Create advanced personas mental models behavioral models and AI interaction scenarios
- Design dynamic information architecture dialogue flows multi turn interaction models and generative interface patterns
- Develop prompting frameworks prompt libraries and reusable GenAI interaction patterns
- Define containment strategies fallback mechanisms escalation pathways and human handoff experiences
- Design agentic function schemas and collaborate with engineering teams on function calling workflows for AI assistants and autonomous agents
- Conduct simulations hallucination audits AI behavior assessments and usability testing for AI generated outputs
- Define LLM evaluation datasets benchmarks and quality criteria to assess accuracy relevance safety and user trust
- Partner with data and engineering teams to shape AI enabled solutions that are usable accessible responsible and business aligned
- Business Development Thought Leadership
- Contribute to proposals strategic pitches AI innovation workshops and client discovery engagements
- Represent design in client discussions and industry forums with a strong point of view on human centered AI
Foundational->Service Management->Service Design
