1. Experience Strategy & Transformation

• 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.

2. 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.

3. 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