高级专家，客户服务AI及数字化解决方案

<p><span style="font-family: verdana, geneva, sans-serif; font-size: 10pt;"><strong>Your Role:</strong></span></p><p><span style="font-family: verdana, geneva, sans-serif; font-size: 10pt;">Lead the identification, design, development and implementation of China Customer Service AI and digital solution, with strong focus on customer journey optimization, process efficiency improvement. The role aims to improve operational efficiency, service quality, employe experience and customer experience through scalable, data-driven and compliant digital solutions.</span></p><div> </div><h2><span style="font-family: verdana, geneva, sans-serif; font-size: 10pt;"><strong>Key Responsibilities</strong></span></h2><ul><li style="font-family: verdana, geneva, sans-serif; font-size: 10pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 10pt;">Define and drive the Customer Service AI and digital transformation roadmap aligned with business priorities, customer experience objectives, operational pain points and global CS digital strategy.</span></li><li style="font-family: verdana, geneva, sans-serif; font-size: 10pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 10pt;">Deeply analyze the end-to-end Customer Service journey and related processes, including Order-to-Cash, customer inquiry, master data, complaint handling, customer communication and service performance management, to identify high-value AI opportunities.</span></li><li style="font-family: verdana, geneva, sans-serif; font-size: 10pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 10pt;">Discover, evaluate and prioritize AI/Digital use cases based on business value, collaborate with cross-functional teams (IT, Commercial, ISCO etc.) to deliver scalable digital solutions.</span></li><li style="font-family: verdana, geneva, sans-serif; font-size: 10pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 10pt;">Represent LS China Customer Service in global CS digital initiatives, ensuring alignment and effective localization, adoption and feedback from China business needs.</span></li><li style="font-family: verdana, geneva, sans-serif; font-size: 10pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 10pt;">Drive change management and adoption of digital and AI solutions within Customer Service</span></li><li style="font-family: verdana, geneva, sans-serif; font-size: 10pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 10pt;">Ensure AI and digital solutions comply with relevant business process controls, data privacy, data security, access control, quality and regulatory requirements.Define and track value realization metrics, such as automation rate, cycle time reduction, case resolution efficiency, data quality improvement, user adoption, customer satisfaction and productivity gains.</span></li></ul><h2><span style="font-family: verdana, geneva, sans-serif; font-size: 10pt;"><strong>Key Requirements</strong></span></h2><ul><li style="font-family: verdana, geneva, sans-serif; font-size: 10pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 10pt;">Bachelor’s degree or above in Business, computer science, operations management or related fields</span></li><li style="font-family: verdana, geneva, sans-serif; font-size: 10pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 10pt;">Proven experience in Digital Transformation, AI/automation projects</span></li><li style="font-family: verdana, geneva, sans-serif; font-size: 10pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 10pt;">Solid experience or strong understanding of Customer Service, order to invoice, commercial operations, digital/AI and process optimization.</span></li><li style="font-family: verdana, geneva, sans-serif; font-size: 10pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 10pt;">Strong understanding of end-to-end customer service processes and customer journey, with the ability to identify process pain points and translate them into digital or AI solution opportunities.</span></li><li style="font-family: verdana, geneva, sans-serif; font-size: 10pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 10pt;">Hands-on capability in at least some of the areas: such as RPA, generative AI tools, workflow automation, AI agent design, low-code/no-code development, prompt engineering, etc.</span></li><li style="font-family: verdana, geneva, sans-serif; font-size: 10pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 10pt;">Strong project management, stakeholder management, and problem-solving skills</span></li><li style="font-family: verdana, geneva, sans-serif; font-size: 10pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 10pt;">Strong awareness of data compliance, access control, data privacy, business process control and responsive AI principles in enterprise environments.</span></li><li style="font-family: verdana, geneva, sans-serif; font-size: 10pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 10pt;">Ability to convert ambiguous business problems into structured requirements, solutions concepts, process designs and actionable implementation plans.</span></li><li style="font-family: verdana, geneva, sans-serif; font-size: 10pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 10pt;">Fluent in Chinese and English, with ability to work effectively with both local, regional and global stakeholders.</span></li></ul><p> </p>