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Infosys Linkedin · Posted 12d ago

AI Experience Strategist_Q227

India

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Indexed description

  • Experience Strategy & Transformation
  • Define CX vision, north-star, experience principles, and strategic roadmaps for AI-enabled products and services.
  • Identify high-impact opportunities across journeys, operations, and AI-led transformation.
  • Lead journey mapping, service design, and future-state experience definition to unlock value.
  • Establish experience governance frameworks that support responsible, scalable, and measurable AI adoption.
  • Business Value & Impact
  • Build data-backed business cases with clear ROI, adoption, trust, efficiency, and value-realization measures.
  • Define success metrics across CX, task completion, containment, fallback performance, adoption, revenue impact, and operational efficiency.
  • Align AI experience strategy with business, product, technology, risk, and financial goals.
  • Translate AI capabilities into practical user outcomes, prioritised use cases, and transformation roadmaps.
  • AI-led Innovation
  • Identify and frame AI-driven experience opportunities across Generative AI, conversational AI, copilots, automation, and agentic workflows.
  • Conduct AI capability mapping to determine where AI can assist, augment, automate, or escalate user tasks.
  • Create advanced personas, mental models, behavioral models, and AI interaction scenarios.
  • Design dynamic information architecture, dialogue flows, multi-turn interaction models, and generative interface patterns.
  • Develop prompting frameworks, prompt libraries, and reusable GenAI interaction patterns.
  • Define containment strategies, fallback mechanisms, escalation pathways, and human handoff experiences.
  • Design agentic function schemas and collaborate with engineering teams on function-calling workflows for AI assistants and autonomous agents.
  • Conduct simulations, hallucination audits, AI behavior assessments, and usability testing for AI-generated outputs.
  • Define LLM evaluation datasets, benchmarks, and quality criteria to assess accuracy, relevance, safety, and user trust.
  • Partner with data and engineering teams to shape AI-enabled solutions that are usable, accessible, responsible, and business-aligned.
  • Business Development & Thought Leadership
  • Contribute to proposals, strategic pitches, AI innovation workshops, and client discovery engagements.
  • Represent design in client discussions and industry forums with a strong point of view on human-centered AI.
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