Senior AI Strategist
Job Summary
The AI Strategist will lead the transformation of Operations and Customer Service functions through AI integration. The role focuses on identifying high-impact opportunities for service quality, efficiency, and scalability in areas like KYC, payments, and client support. You will collaborate with internal AI teams and vendors to deliver scalable solutions from concept to deployment.
Responsibilities
- Define and drive AI initiatives for Operations and Customer Service
- Identify and prioritize automation use cases for KYC, payments, and support
- Collaborate with technical teams and external AI vendors
- Manage end-to-end delivery of AI solutions and workflows
Required Skills
- 3-5 years experience in AI development
- Expertise in operations/back-office workflows
- Understanding of compliance and KYC processes
- Strong project management and stakeholder management skills
Job Details
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, KYC/onboarding/verification, payment operations, transaction monitoring, complaint handling, and internal workflow automation.
- Translate business needs into structured execution plans, including use case definition, solution design, vendor evaluation, and implementation roadmaps.
- Act as a subject matter expert, taking full ownership of execution and delivery with minimal supervision.
- Work closely with stakeholders including AI, data, compliance, risk, product, and engineering teams.
- Manage external AI vendors and service providers, 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 Customer Service/Client Support, Operations/Back Office, KYC/Onboarding/Compliance Operations, or 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 requirements, and client life cycle processes.
- Practical experience using AI tools to improve service delivery, automation, or operational workflows.
- Ability to work across business and technical teams and drive implementation through to completion.