Work Your Magic with us!
Ready to explore, break barriers, and discover more? We know you’ve got big plans – so do we! Our colleagues across the globe love innovating with science and technology to enrich people’s lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. That's why we are always looking for curious minds that see themselves imagining the unimaginable with us.
Your Role:
Lead the identification, design, development and implementation of China Customer Service AI and digital solution, with strong focus on customer journey optimization, process efficiency improvement. The role aims to improve operational efficiency, service quality, employe experience and customer experience through scalable, data-driven and compliant digital solutions.
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Define and drive the Customer Service AI and digital transformation roadmap aligned with business priorities, customer experience objectives, operational pain points and global CS digital strategy.
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Deeply analyze the end-to-end Customer Service journey and related processes, including Order-to-Cash, customer inquiry, master data, complaint handling, customer communication and service performance management, to identify high-value AI opportunities.
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Discover, evaluate and prioritize AI/Digital use cases based on business value, collaborate with cross-functional teams (IT, Commercial, ISCO etc.) to deliver scalable digital solutions.
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Represent LS China Customer Service in global CS digital initiatives, ensuring alignment and effective localization, adoption and feedback from China business needs.
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Drive change management and adoption of digital and AI solutions within Customer Service
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Ensure AI and digital solutions comply with relevant business process controls, data privacy, data security, access control, quality and regulatory requirements.Define and track value realization metrics, such as automation rate, cycle time reduction, case resolution efficiency, data quality improvement, user adoption, customer satisfaction and productivity gains.
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Bachelor’s degree or above in Business, computer science, operations management or related fields
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Proven experience in Digital Transformation, AI/automation projects
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Solid experience or strong understanding of Customer Service, order to invoice, commercial operations, digital/AI and process optimization.
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Strong understanding of end-to-end customer service processes and customer journey, with the ability to identify process pain points and translate them into digital or AI solution opportunities.
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Hands-on capability in at least some of the areas: such as RPA, generative AI tools, workflow automation, AI agent design, low-code/no-code development, prompt engineering, etc.
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Strong project management, stakeholder management, and problem-solving skills
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Strong awareness of data compliance, access control, data privacy, business process control and responsive AI principles in enterprise environments.
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Ability to convert ambiguous business problems into structured requirements, solutions concepts, process designs and actionable implementation plans.
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Fluent in Chinese and English, with ability to work effectively with both local, regional and global stakeholders.
What we offer: We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We believe that this variety drives excellence and innovation, strengthening our ability to lead in science and technology. We are committed to creating access and opportunities for all to develop and grow at your own pace. Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progress!
Apply now and become a part of a team that is dedicated to Sparking Discovery and Elevating Humanity!
