Senior Advisor, AI Enablement - Customer Service & Implementation

Application Deadline:

10/16/2025

Address:

320 S Canal Street

Job Family Group:

Strategy & Change

We’re looking for a curious, driven, and collaborative individual to help accelerate the use of AI across our customer service and implementation organization. In this role, you’ll lead initiatives that bring AI-powered solutions to life—enhancing customer experiences, improving operational efficiency, and enabling smarter decision-making. You’ll work closely with partners in Technology, Risk, Data Governance, and other teams to ensure solutions are well-designed, responsibly implemented, and aligned with our broader goals. This is a hands-on role for someone who enjoys solving complex problems, influencing outcomes, and shaping how AI is used in real-world service and implementation environments.

Key Responsibilities:

• Lead the development and execution of AI initiatives that enhance service delivery, onboarding processes, and customer engagement.
• Partner with Technology, Risk, Data Governance, and other stakeholders to ensure responsible and effective implementation of AI solutions.
• Identify and prioritize opportunities for AI-driven automation, decision support, and personalization.
• Guide teams through the adoption of new tools and practices, building readiness and capability for AI-enabled operations.
• Stay abreast of emerging trends and technologies to inform strategy and maintain a competitive edge.

Designs, develops, tests, implements, measures and manages processes. Ensures that process design reflects current business strategy and business/stakeholder requirements and supports the desired customer experience. Processes may be related to (but are not limited to) fulfillment, operations, services, sales, etc.

• Provides strategic input into business decisions as a trusted advisor.
• Makes recommendations to senior leaders on strategy and new initiatives, based on an in-depth understanding of the business/group.
• Acts as a subject matter expert on relevant regulations and policies.
• May network with industry contacts to gain competitive insights and best practices.
• Stays abreast of industry and business trends through benchmarking and/or participation in professional associations.
• Influences and negotiates to achieve business objectives.
• Assists in the development of strategic plans.
• Identifies emerging issues and trends to inform decision-making.
• Manages resources and leads the execution of strategic initiatives to deliver on business and financial goals.
• Develops the business case by identifying needs, analysing potential options and assessing expected return on investment.
• Helps determine business priorities and best sequence for execution of business/group strategy.
• Conducts independent analysis and assessment to resolve strategic issues.
• Acts as the prime subject matter expert for internal/external stakeholders.
• Monitors and tracks performance, and addresses any issues.
• Designs and produces regular and ad-hoc reports, and dashboards.
• Breaks down strategic problems, and analyses data and information to provide insights and recommendations.
• Leads change management programs of varying scope and type, including readiness assessments, planning, stakeholder management, execution, evaluation and sustainment of initiatives.
• Leads the development of the communication strategy focusing on positively influencing or changing behaviour.
• Defines frameworks for managing processes, policies or procedures, etc. in the business/group.
• Leads the execution of operational programs; assesses and adapts as needed to ensure quality of execution.
• Develops and manages comprehensive information management systems; designs and/or leads initiatives to improve processes, analysis and reporting.
• Reviews proposed function/project team outputs for implications to workflow design.
• Collaborates in the design, implementation and management of core business/group processes.
• Designs processes based on business requirements and best practices. Ensures the processes adhere to applicable risk, regulatory and compliance requirements.
• Streamlines, simplifies and continuously improves existing processes.
• Documents processes (including, but not limited to, process flows, playbooks, etc.) for vetting, communicating, and implementing processes with stakeholders.
• Ensures all processes meet established standards, effectively utilize templates and tools to track compliance and operational effectiveness standards.
• Looks for opportunities to eliminate, simplify and automate processes. Recommends approaches or changes to streamline and integrate processes to improve overall e