AI Strategist, Operations & Customer Service

Role OverviewWe are hiring a senior AI Strategist to support thetransformation of Operations and Customer Service functions,including Client Support, KYC/onboarding, payments, RiskOperations, and Back Office processesThe role focuses on identifying high-impact opportunitieswhere AI can improve service quality, response efficiency, client satisfaction,and operation scalability. The successful candidate will work closely internalAI teams and external vendors to deliver practical, scalable solutions thatenhance both client experience and internal efficiency.Key ResponsibilitiesDefine and drive AI initiatives across Operations &Customer Service, aligned with business and service excellence goalsIdentify and prioritize use cases across:Client support automation and resolution efficiencyKYC, onboarding, and verification processPayment operations and transaction monitoringComplaint handling and service recoveryInternal workflow automation and productivityTranslate business needs into structured execution plans,including:Use case definitionSolution design (in collaboration with AI team)Vendor evaluation and selectionImplementation roadmapWork as a subject matter expert, taking full ownership ofexecution and delivery with minimal supervisionWork closely with internal stakeholders including AI, data,compliance, risk, product, and engineering teamsManage external AI vendors and service provider, includingperformance tracking and delivery qualityOversee full lifecycle delivery from concept throughdeployment and continuous optimizationDrive adoption of AI tools and workflows with customerservice and Operations teamsEstablish frameworks for knowledge management, processstandardization, and service automationRequired Experience3-5 years of hands-on experience in AI development,Background in one or more of the followingCustomer Service / Client SupportOperations / Back OfficeKYC / Onboarding / Compliance OperationsPayments / Transaction OperationsDemonstrated experience in: Service quality improvement /Process optimization and operational efficiencyStrong understanding of:Client service workflows in brokerage environmentsOperational risks, compliance requirement and client life cycle processesPractical experience using AI tools to improve service delivery, automation, or operational workflowsAbility to work across business and technical teams and drove implementation through to completion