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We are looking for an Experience Lead who is energized by building clarity out of complexity and shaping how AI shows up for internal and external customers at scale. This is a individual contributor role within the AI Acceleration Program with the goal of paring human expertise with AI to remove repetitive work so we can foster relationships, solve complex problems, and drive outcomes for our customers. As an Experience Lead, you will act as the orchestrator of connected experiences across high‑priority initiatives. You will translate AI capabilities into cohesive, intuitive, and value‑driven end‑to‑end journeys—aligning business priorities, engineering execution, and customer outcomes. This is not a people‑management role, but rather a high‑impact senior position through influence, visibility, and strategic ownership.
Job Responsibility:
Define and own the connected experience vision for Customer Success Unit (CSU) initiatives aligned to AI Acceleration goals
Ensure AI solutions deliver cohesive, end-to-end journeys rather than fragmented point experiences
Establish experience principles, standards, and success criteria for AI-enabled offerings
Partner with AI, engineering, product, and data teams to embed experience thinking early in AI initiatives
Translate AI capabilities into human-centered, outcome-oriented experiences
Ensure experiences align with enterprise priorities for trust, responsibility, usability, and scale
Act as the connective layer across CSU, landing, engineering, operations, analytics, and business stakeholders
Influence priorities and trade-offs by articulating experience impacts, risks, and opportunities
Reduce friction and duplication across journeys by identifying alignment and integration opportunities
Define experience success metrics including adoption, satisfaction, efficiency, and business impact
Partner with analytics and operations teams to translate signals into actionable insights
Surface experience risks and opportunities through executive-ready narratives and recommendations
Requirements:
Master's Degree in Business Administration or related field AND 3+ years marketing, strategy, business planning, consulting, banking, finance, economics, and/or partner organization experience OR Bachelor's Degree in Business, Finance, Economics, Liberal Arts, Computer Science, or related field AND 4+ years marketing, strategy, business planning, consulting, banking, finance, economics, and/or partner organization experience OR equivalent experience
3+ years experience in Strategy, Management Consulting, and/or Finance
Experience working on AI-enabled products, platforms, or enterprise transformation programs
Familiarity with customer and employee experience frameworks
Background in digital strategy, change management, or large-scale transformation initiatives
Experience applying systems‑thinking frameworks (e.g., causal mapping, feedback loops, end‑to‑end system modeling) to complex, cross‑team initiatives
Ability to influence and align teams across organizations without formal authority
Proven experience translating AI capabilities into clear user and business value
Executive-ready communication skills with the ability to communicate insights clearly to leaders