Gen AI Lead - Customer Service - Bank

Given below the position details with a Leading Bank :

Position : Customer Service (CX) - Gen AI lead

Location : Navi Mumbai

Education : MBA from a Premier Institute

Experience : At least 4-8 years' experience in Product management, preferably in Fintech or customer service or Consulting Org

Description :

The candidate will own Gen AI product strategy for CX issues across the bank for all customer service channels, and drive execution of GenAI based chatbot and other use cases. This role is pivotal in the bank being able to create customer moments of delight and reduce cost of service to enable the bank achieve its ~25% CASA growth, ~20% assets growth, ~2% ROA and 15-18% ROE 2029 aspirations

Job Skills :

Technical & functional skills

- Strong problem-solving and analytical skills

- Product leadership experience

- Experience in working and delivering outcomes in an Agile manner

- Strong understanding across lines of business

Soft skills:

- Excellent communication and collaboration abilities

- Strong organizational and project management skills

- Ability to translate complex technical concepts to non-technical stakeholders

Roles & Responsibilities :

- Extract value out of GenAI (Arya) for customer service and service intelligence use cases

- Functional ownership of customer facing chatbot, identify intents to be built on the bot and drive execution with BIU's Gen AI tech team

- Ownership of other GenAI use cases such as agent quality, email automation

- Drive customer adoption on GenAI tools to minimize human touchpoints