• Develop and optimize AI-assisted workflows such as chatbots, automated triage, response suggestions, and deflection flows • Build feedback loops that use QA data to identify issues, analyze root causes, and continuously improve AI workflows and member experience • Lead cross-functional AI and tooling initiatives with Member Experience and Customer Experience Technology teams, from discovery to rollout • Own initiatives that measurably reduce resolution times and improve member experience • Analyze member feedback to identify areas for improvement using our existing automation tool stack • Incorporate machine learning, AI, and automation into the support workflow • Work closely with Product and Engineering teams to translate frontline feedback and AI tooling performance data into clear product requirements and drive roadmap prioritization • Partner with Training team to ensure support teams are enabled on AI tooling through clear requirements, robust documentation, and structured feedback loops • Conduct regular performance reviews of AI tools, identifying trends, anomalies, and areas of underperformance, translating findings into actionable recommendations • Use data to build the business case for new tooling investments or workflow changes, communicating ROI clearly to cross-functional stakeholders • Partner with Data and Analytics teams to ensure MX metrics are accurately captured and accessible across the organization