About this role
<p style="text-align:justify"> </p> <p><span style="font-size:12.0px"><span style="font-family:Verdana, Geneva, sans-serif">Work Your Magic with us! </span></span></p> <p> </p> <p><span style="font-size:12.0px"><span style="font-family:Verdana, Geneva, sans-serif">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. </span></span></p> <p style="text-align:justify"> </p><p><span style="font-family:verdana, geneva, sans-serif;font-size:10.0pt"><strong>Your Role:</strong></span></p> <p><span style="font-family:verdana, geneva, sans-serif;font-size:10.0pt">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.</span></p> <div> </div> <h2><span style="font-family:verdana, geneva, sans-serif;font-size:10.0pt"><strong>Key Responsibilities</strong></span></h2> <ul> <li style="font-family:verdana, geneva, sans-serif;font-size:10.0pt"><span style="font-family:verdana, geneva, sans-serif;font-size:10.0pt">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.</span></li> <li style="font-family:verdana, geneva, sans-serif;font-size:10.0pt"><span style="font-family:verdana, geneva, sans-serif;font-size:10.0pt">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.</span></li> <li style="font-family:verdana, geneva, sans-serif;font-size:10.0pt"><span style="font-family:verdana, geneva, sans-serif;font-size:10.0pt">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.</span></li> <li style="font-family:verdana, geneva, sans-serif;font-size:10.0pt"><span style="font-family:verdana, geneva, sans-serif;font-size:10.0pt">Represent LS China Customer Service in global CS digital initiatives, ensuring alignment and effective localization, adoption and feedback from China business needs.</span></li> <li style="font-family:verdana, geneva, sans-serif;font-size:10.0pt"><span style="font-family:verdana, geneva, sans-serif;font-size:10.0pt">Drive change management and adoption of digital and AI solutions within Customer Service</span></li> <li style="font-family:verdana, geneva, sans-serif;font-size:10.0pt"><span style="font-family:verdana, geneva, sans-serif;font-size:10.0pt">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.</span></li> </ul> <h2><span style="font-family:verdana, geneva, sans-serif;font-size:10.0pt"><strong>Key Requirements</strong></span></h2> <ul> <li style="font-family:verdana, geneva, sans-serif;font-size:10.0pt"><span style="font-family:verdana, geneva, sans-serif;font-size:10.0pt">Bachelor’s degree or above in Business, computer science, operations management or related fields</span></li> <li style="font-family:verdana, geneva, sans-serif;font-size:10.0pt"><span style="font-family:verdana, geneva, sans-serif;font-size:10.0pt">Proven experience in Digital Transformation, AI/automation projects</span></li> <li style="font-family:verdana, geneva, sans-serif;font-size:10.0pt"><span style="font-family:verdana, geneva, sans-serif;font-size:10.0pt">Solid experience or strong understanding of Customer Service, order to invoice, commercial operations, digital/AI and process optimization.</span></li> <li style="font-family:verdana, geneva, sans-serif;font-size:10.0pt"><span style="font-family:verdana, geneva, sans-serif;font-size:10.0pt">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.</span></li> <li style="font-family:verdana, geneva, sans-serif;font-size:10.0pt"><span style="font-family:verdana, geneva, sans-serif;font-size:10.0pt">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.</span></li> <li style="font-family:verdana, geneva, sans-serif;font-size:10.0pt"><span style="font-family:verdana, geneva, sans-serif;font-size:10.0pt">Strong project management, stakeholder management, and problem-solving skills</span></li> <li style="font-family:verdana, geneva, sans-serif;font-size:10.0pt"><span style="font-family:verdana, geneva, sans-serif;font-size:10.0pt">Strong awareness of data compliance, access control, data privacy, business process control and responsive AI principles in enterprise environments.</span></li> <li style="font-family:verdana, geneva, sans-serif;font-size:10.0pt"><span style="font-family:verdana, geneva, sans-serif;font-size:10.0pt">Ability to convert ambiguous business problems into structured requirements, solutions concepts, process designs and actionable implementation plans.</span></li> <li style="font-family:verdana, geneva, sans-serif;font-size:10.0pt"><span style="font-family:verdana, geneva, sans-serif;font-size:10.0pt">Fluent in Chinese and English, with ability to work effectively with both local, regional and global stakeholders.</span></li> </ul> <p> </p><p> </p> <p><span style="font-size:12.0px"><span style="font-family:Verdana, Geneva, sans-serif"><strong>What we offer: </strong>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!</span></span></p> <p> </p> <p><span style="font-size:12.0px"><span style="font-family:Verdana, Geneva, sans-serif">Apply now and become a part of a team that is dedicated to Sparking Discovery and Elevating Humanity!</span></span></p> <p> </p>