Responsable de l’expérience numérique / Digital Experience Leader, Customer Support
Core
Transform OneSpan's customer support into a digital-first, AI-driven experience to reduce human agent intervention for non-premium clients.
Role type
Senior Digital Experience Leader (Customer Support)
Builds
Digital support channels, AI agents, self-service portals, and automated workflows for customer support.
Domain
Cybersecurity / Digital Identity / SaaS
Deliverable
production ML models
Required skills
Digital transformation strategy, AI and automation implementation, Business Process Management (BPM), Program Management (PMO), Cross-functional leadership, Data-driven decision making
Preferred skills
ServiceNow, Salesforce Service Cloud, Zendesk, Jira, Confluence, Gainsight, SaaS, Cybersecurity, Fintech, Knowledge Management, AI-powered search, RAG architectures, AI governance
Technologies
ServiceNow, Salesforce Service Cloud, Zendesk, Jira, Confluence, Gainsight, AI agents, chatbots, RAG
Responsibilities
Define and pilot the digital transformation roadmap for customer support; Identify high-volume support requests for automation or self-service; Collaborate with product, engineering, and IT teams; Improve structured request collection and routing processes; Establish performance dashboards for digital resolution and AI quality; Ensure AI solutions are deployed with appropriate governance and human-in-the-loop mechanisms.
Seniority
Senior, hands-on IC with leadership influence