Client Experience AI Enablement Lead

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