Senior Digital Customer Services Consultant 18156

Veritaz is a leading IT staffing solutions provider in Sweden, committed to advancing individual careers and aiding employers in ensuring the perfect talent fit. With a proven track record of successful partnerships with top companies, we have rapidly grown our presence in the USA, Europe, and Sweden as a dependable and trusted resource within the IT industry.

Assignment Description

We are seeking a Senior Digital Customer Services Consultant

What You Will Work On

• Lead initiatives that increase self-service adoption and customer process automation
• Drive digital transformation within customer service and customer support functions
• Identify and define business requirements related to digital customer services
• Analyze customer journeys and service processes to identify improvement opportunities
• Support the implementation of AI-driven customer assistants and intelligent service solutions
• Define business and operational requirements for automation and service modernization
• Collaborate with IT teams on solution design, implementation, and delivery
• Ensure information structures and content models support AI-driven customer interactions
• Optimize knowledge management and content consumption for AI assistants and LLM-based solutions
• Advise stakeholders on AI, automation, and emerging customer engagement technologies
• Support organizational change initiatives related to customer service transformation
• Drive improvements across customer experience and service delivery processes

What You Bring

• Proven experience leading Digital Customer Services initiatives
• Strong Customer Experience (CX) and Customer Service expertise
• Understanding of AI-powered customer assistants and conversational AI technologies
• Experience with Generative AI and LLM-based customer interaction solutions
• Experience gathering and documenting business and operational requirements
• Ability to bridge business needs and technical solution delivery
• Experience driving automation and digitalization initiatives
• Strong stakeholder management and facilitation skills
• Experience operating in large and complex organizations
• Strong communication skills in both business and technical contexts