RPA/AI Lead

Job Title RPA/AI Lead Location Zuchwil, Switzerland (Alternate Hybrid locations: Science Park Drive, Singapore) Job Overview The RPA/AI Lead is responsible for defining, owning, and delivering the international automation and artificial intelligence roadmap for Customer Service. This role works across global strategy teams to align automation priorities with business objectives and transformation goals. The Lead identifies, prioritises, and embeds automation opportunities that improve efficiency, compliance, customer experience, and business performance across end‑to‑end Customer Service and Supply Chain processes. Acting as the strategic bridge between business stakeholders and technical delivery teams, the Lead translates operational needs into practical, scalable and well‑controlled solutions that deliver measurable value. Key Responsibilities Own and maintain the international automation and AI roadmap for Customer Service, aligned to business objectives, global strategy and transformation priorities. Partner with functional leaders, process owners and operational teams to identify, assess and prioritise automation opportunities that improve efficiency, compliance, customer experience, scalability and performance. Translate process needs, pain points, data inputs and business requirements into practical automation and AI‑enabled solutions. Shape and support delivery of automated processes in line with design principles, governance, change control and operational readiness requirements. Maintain clear documentation for requirements, workflow logic, design decisions, operating procedures, testing, change control and support models. Support testing, UAT, deployment, adoption, roll‑out, troubleshooting and ongoing improvement of automation solutions. Manage delivery against project plans, communicating progress, risks, dependencies, decisions and required change control actions. Act as the key business liaison between stakeholders, process owners, operational teams and technical delivery partners to ensure solutions meet business needs and are adopted effectively. Develop training and knowledge‑sharing materials to build understanding, adoption and sustainable use of automation capabilities. Monitor benefits, identify improvement opportunities and stay informed on relevant automation, AI and digital technology trends. Qualifications Bachelor’s degree in Business, Operations, Supply Chain, Finance, Technology, Engineering or a related field is required. Master’s degree, MBA or equivalent postgraduate qualification is preferred. Experience and Skills Required Strong understanding of business‑led process automation, intelligent automation and AI‑enabled opportunities in operational environments. Ability to translate business needs, process requirements, pain points and data inputs into clear automation opportunities and delivery priorities. Strong written communication skills, including documenting processes, requirements, decisions, test procedures, adoption materials and governance. Working knowledge of workflow logic, process mapping and analytical tools, including intermediate spreadsheet capability or equivalent. Familiarity with change control, governance expectations, controlled delivery environments and delivery methodologies such as Agile, Waterfall or V‑Model. Strong interpersonal, communication, influencing, problem‑solving, analytical and process improvement skills. Ability to work across cross‑functional teams in a matrixed international environment. Preferred Experience in a regulated industry such as medical devices, healthcare or life sciences. Familiarity with international service delivery, shared services or global Supply Chain operating models. Experience improving customer service, order‑to‑cash, performance management or end‑to‑end Supply Chain processes through automation or digital improvement initiatives. Experience leading cross‑functional automation, digital, operational excellence, process optimisation or continuous improvement initiatives. Knowledge of Lean, Six Sigma, workflow design, value stream assessment, automation operating models, AI use cases or digital adoption approaches. Proven ability to influence and collaborate across a matrixed, international organisation. Other Language: English (required). Travel: Up to 10%, including international travel as required. Certifications: Lean, Six Sigma or customer experience/operations certifications (preferred). Preferred Skills Customer Alignment, Customer Analytics, Customer Centricity, Customer Experience Management, Customer Support, Customer Support Operations, Customer Support Trends, Emerging Technologies, Fact‑Based Decision Making, Process Improvements, Service Request Management, Technical Credibility, Technologically Savvy #J-18808-Ljbffr