Vice President, Care Transformation & AI Experience -Virtual
External
Alight · GA Georgia VirtualPrepare for this interview
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About the role
We're looking for a leader to redefine customer care at scale-transforming how millions engage across health, wealth, leave, payroll, and HR. This role will reimagine the contact center from the ground up, shifting from reactive, human-driven support to AI-powered, digital-first, and proactive experiences. You'll own the strategy, roadmap, and execution to dramatically improve customer experience, automation, and cost efficiency. As a key member of the Delivery Transformation leadership team, you'll sit at the intersection of product, operations, and AI, partnering across Technology, Data, and Client teams to deliver measurable, enterprise-wide impact.
Responsibilities
- End-to-End Care Transformation
- Lead transformation of large-scale, multi-channel contact center operations across voice, digital, and self-service environments
- Redesign the care delivery model to drive AI-led automation, digital adoption, and operational efficiency
- Own the shift from assisted service to intelligent, self-service and automated engagement
- Align a complex ecosystem of stakeholders - internal teams, external BPO partners, and technology vendors
- AI-Driven Customer Experience
- Define and scale AI-first care capabilities, including conversational AI, virtual assistants, agent augmentation, and intelligent routing
- Drive containment strategies to reduce reliance on assisted service
- Enable predictive and proactive engagement, leveraging data and AI to anticipate customer needs
- Translate AI investments into clear business outcomes and measurable ROI
- Product & Operational Integration
- Own the multi-year roadmap for care experiences across all channels
- Ensure product innovation is fully embedded into frontline operations, workflows, and agent experience
- Partner closely with Operations to deliver real-world adoption, performance gains, and scalability
- Align investments to enterprise priorities across growth, client experience, and efficiency
- Contact Center Economics & Performance
- Drive measurable improvements in cost-to-serve, productivity, and service efficiency
- Optimize workforce model, capacity planning, and routing strategies using AI-driven insights
- Improve first-contact resolution, customer effort, and overall experience quality
- Establish and manage a data-driven performance system across care operations
- Knowledge, Agent Experience & Enablement
- Modernize enterprise knowledge management to support AI-driven and assisted experiences
- Improve agent effectiveness through intelligent knowledge surfacing and workflow automation
- Accelerate onboarding and proficiency through simplified tools and AI-enabled support
- Enterprise Leadership & Change
- Lead large-scale, cross-functional transformation programs across Product, Technology, Operations, and Client teams
- Influence and align senior executives across multiple business units
- Drive adoption of new capabilities in a highly matrixed, complex organization
- Bring structure, clarity, and execution discipline to high-stakes transformation efforts
- Education & Experience
- Bachelor's degree required; advanced degree preferred
- 15+ years in customer care, contact center operations, product leadership, or transformation roles
- Experience leading enterprise-scale care transformation and AI adoption initiatives
- Demonstrated success in multi-channel service environments and digital transformation
- Application and Interview
- By applying for a position with
Benefits
Additional Information
Our Story At Alight, we believe a company's success starts with its people. At our core, we Champion People, help our colleagues Grow with Purpose and true to our name we encourage colleagues to "Be Alight." We are passionate about connecting purpose with impact. Alight empowers clients to build a healthier and more financially secure workforce by unifying the benefits ecosystem across health, wealth, wellbeing, navigation, and absence management.
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