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 and Immersive Production
Build and own production pipelines that connect AI tools, 3D/CGI workflows, digital twin platforms, and video production
Act as the technical SME in client pitches, workshops, and strategy conversations
Partner with Business Development to shape new service offerings, pricing, and RFP responses
Work closely with Experience Design and Immersive Experience teams to align creative vision with technical execution
Represent the agency externally through speaking engagements, whitepapers, and industry events
Evaluate and integrate emerging tools (generative AI, real-time engines, digital twin platforms, capture technology)
Mentor internal teams and raise the bar on technical capability
Lead pipeline development for AI-enabled 3D, Digital Twin, and video production workflows, from concept and asset strategy to prototyping, integration, quality checks, and handoff.
Translate emerging technologies across 3D visualization, Digital Twins, synthetic media, AI video, and intelligent production workflows into scalable experience concepts and client-ready solutions.
Partner with creative technologists, 3D artists, video producers, data scientists, and engineering teams to define reusable workflows, governance guardrails, production standards, and delivery playbooks
