AI Strategist, Operations & Customer Service

Role Overview

We are hiring a senior AI Strategist to support the transformation of Operations and Customer Service functions,

including Client Support, KYC/onboarding, payments, Risk Operations, and Back Office processes

The role focuses on identifying high-impact opportunities where AI can improve service quality, response efficiency, client satisfaction, and operation scalability. The successful candidate will work closely internal AI teams and external vendors to deliver practical, scalable solutions that enhance both client experience and internal efficiency.

Key Responsibilities

Define and drive AI initiatives across Operations & Customer Service, aligned with business and service excellence goals

• Identify and prioritize use cases across:
• Client support automation and resolution efficiency
• KYC, onboarding, and verification process
• Payment operations and transaction monitoring
• Complaint handling and service recovery
• Internal workflow automation and productivity

Translate business needs into structured execution plans, including:

• Use case definition
• Solution design (in collaboration with AI team)
• Vendor evaluation and selection
• Implementation roadmap

Work as a subject matter expert, taking full ownership of execution and delivery with minimal supervision

Work closely with internal stakeholders including AI, data ,compliance, risk, product, and engineering teams

Manage external AI vendors and service provider, including performance tracking and delivery quality

Oversee full lifecycle delivery from concept through deployment and continuous optimization

Drive adoption of AI tools and workflows with customer service and Operations teams

Establish frameworks for knowledge management, process standardization, and service automation

Required Experience

3-5 years of hands-on experience in AI development,

Background in one or more of the following

• Customer Service / Client Support
• Operations / Back Office
• KYC / Onboarding / Compliance Operations
• Payments / Transaction Operations

Demonstrated experience in: Service quality improvement / Process optimization and operational efficiency

Strong understanding of:

• Client service workflows in brokerage environments
• Operational risks, compliance requirement and client life cycle processes

Practical experience using AI tools t improve service delivery, automation, or operational workflows

Ability to work across business and technical teams and drove implementation through to completion