Assignment Description
We are seeking a Senior Digital Customer Services Consultant
What You Will Work On
- Lead initiatives that increase self-service adoption and customer process automation
- Drive digital transformation within customer service and customer support functions
- Identify and define business requirements related to digital customer services
- Analyze customer journeys and service processes to identify improvement opportunities
- Support the implementation of AI-driven customer assistants and intelligent service solutions
- Define business and operational requirements for automation and service modernization
- Collaborate with IT teams on solution design, implementation, and delivery
- Ensure information structures and content models support AI-driven customer interactions
- Optimize knowledge management and content consumption for AI assistants and LLM-based solutions
- Advise stakeholders on AI, automation, and emerging customer engagement technologies
- Support organizational change initiatives related to customer service transformation
- Drive improvements across customer experience and service delivery processes
What You Bring
- Proven experience leading Digital Customer Services initiatives
- Strong Customer Experience (CX) and Customer Service expertise
- Understanding of AI-powered customer assistants and conversational AI technologies
- Experience with Generative AI and LLM-based customer interaction solutions
- Experience gathering and documenting business and operational requirements
- Ability to bridge business needs and technical solution delivery
- Experience driving automation and digitalization initiatives
- Strong stakeholder management and facilitation skills
- Experience operating in large and complex organizations
- Strong communication skills in both business and technical contexts
If this sounds interesting, please send your CV to cv@veritaz.se
