.Description/Objectives:Leads the implementation process for Customer Experience Automation across the company and continuously improves it.Delivers positive impact on the EcoVadis Customer Experience by defining, implementing & leading, in a Customer Centric way, the strategic Customer Experience automation projects & initiatives.Enhances holistically the EcoVadis Customer Experience analysis by designing, validating and leading the implementation of innovative tools, enabling and promoting data-driven decision making.Increases efficiency of Customer Experience analysis and insights generation at a 10x rate while creating a transparent bi-directional traceability between the insights and the underlying customer data by leveraging innovative AI-based automation possibilities, such as Large Language Models, more generally Machine Learning models, and so on.Continuously identifies, validates and implements new improvement opportunities (products & solutions) to enhance the Customer Experience data integration, consumption and actionability.Qualifications/Responsibilities:Operationally executes actions, manages projects and leads agile transversal teams, actively contributing to delivering Customer Experience insights through automated data analysis (70% dedication of Time):Manages full development cycle of the new set of AI-enhanced data analysis tools, from building requirements with the business stakeholders to testing (UAT) the product, up until the final implementation in the existing processes and project closure activities.Identifies new external tools & vendors and conducts "build vs buy" comparative analysis, based on the requirements and the adaptations to EcoVadis context and specificities.Follows-up on the necessary constant adaptation of the AI tools and manages their maintenance with the development team.Takes a Leadership role in multiple projects, initiatives, owning the timely deliverable of each.Identifies trends and drive actions plans to address satisfaction issues; track these through implementation and assess impact.Follows the AI industry news and trends related to Customer data analysis and text analysis overall, identifies and proactively proposes new development opportunities.Whenever possible and desirable, automates existing manual tasks and processes with the help of available tools, providing a temporary solution until the final automation is developed by respective teams.Drives change management actions related to Customer Experience Automation and data-driven decision making (20% dedication of Time):Identifies gaps, designs, build and implements specific training.Proactively identifies new or existing projects, across all EcoVadis BUs, that should be included in the CX program.Conducts and documents Continuous process & tools improvement on CX Automation.Provides strategic input to the CX Leader & the OpsCom layer, informing long term EcoVadis CX workflows
