Senior Consultant - AI and Automation Projects in Global Customer Care

Senior Consultant – Projects Global Customer Care

Job Title - Senior Consultant – Projects Global Customer Care

Life Unlimited. At Smith+Nephew, we design and manufacture technology that takes the limits off living.

Join our dynamic team and embark on an exciting journey of innovation and growth as we seek a hard-working and dedicated individual for role of Senior Consultant – Projects Global Customer Care you will act as the bridge between business processes and technology, driving the identification, design, and delivery of AI and automation opportunities across Customer Care, Global Supply Chain, and Network Planning. This role will convert business challenges into structured use cases, run pilots, and deliver measurable value aligned with strategic priorities.

What will you be doing?

• Partner with the Process Architect to identify and priorities AI/automation opportunities across global workflows.
• Develop pilot charters (problem definition, data requirements, KPIs, risks, and scale criteria).
• Collaborate with platform teams (SAP, Salesforce, Palantir, RPA vendors) to validate technical feasibility.
• Lead proofs of concept (POCs) and pilots to demonstrate tangible business impact.
• Create and manage an AI/automation opportunity backlog with prioritization based on value and feasibility. Define and track KPIs and adoption metrics for each initiative.
• Build and maintain dashboards and reporting frameworks for leadership visibility. Act as an AI evangelist — enabling business users, training stakeholders, and driving adoption.
• Ensure all initiatives incorporate compliance, auditability, and security requirements. Performs other duties as required.

What will you need to be successful?

• Education: Bachelor’s degree in engineering, Computer Science, Supply Chain, or Business.
• Master’s degree (MBA/PGDM with focus on Digital Transformation, Analytics, or Operations) preferred.
• Licenses/ Certifications: AI/ML certification (Coursera/ Google, etc.) or relevant applied program desirable.
• RPA or automation certifications (UiPath Advanced, Automation Anywhere Master, etc.) preferred.
• Agile/Scrum Product Owner or PMP certification a plus.
• Operating Mode: Work from office – Kharadi, Pune – 5 days in a week. Flexible to work in any shift.
• Experience:
• Minimum of 5 years of experience in AI, automation, or digital transformation roles.
• Proven success in delivering automation pilots or AI-enabled business use cases. Ability to translate business problems into AI/automation use cases.
• Strong understanding of automation technologies and AI/ML concepts (classification, NLP, forecasting, optimization).
• Hands-on experience in at least one technology stack: Palantir Foundry (or equivalent orchestration platforms).

RPA tools (UiPath, Automation Anywhere, Blue Prism).

Salesforce Einstein AI and CRM automation.

SAP AI/IBP modules for supply chain and planning.

• Familiarity with design thinking and agile delivery methodologies. Skilled at managing end-to-end pilot lifecycle — from design through adoption.
• Strong capability in building business cases and quantifying benefits. Exposure to Supply Chain, Network Planning, or Customer Care operations.
• Ability to engage and influence stakeholders across IT, Finance, and Operations to align pilots with enterprise strategy. Excellent storytelling and communication skills for senior leadership.
• Experience in working with cross-functional teams and vendors (Palantir, Salesforce, SAP, RPA providers).
• Strong background in stakeholder management, value measurement, and change adoption, able to influence at global levels.
• Strong analytical and problem-solving mindset with business acumen. Ability to design structured experiments and pilots with measurable KPIs.
• Ability to facilitate and communicate with impact. Demonstrated ability to influence outcomes in a global matrix environment.
• Change driver — capable of building excitement and confidence in AI adoption. Curious, adaptable, and eager to push innovation while balancing compliance.

You. Unlimited.

We believe in crafting the greatest good for society. Our strongest investments are in our people and the patients we serve.

Inclusion + Belonging - Committed to Welcoming, Celebrating and Thriving. Learn more about our Employee Inclusion Groups on our website https://www.smith-nephew.com/

Other reasons why you will love it here!

• Your Future: Major Medical coverage + Policy exclusions and insurance non-medical limit. Educational Assistance.
• Work/Life Balance: Flexible Personal/Vacation Time Off, Privilege Leave, Floater Leave.
• Your Wellbeing: Parents / Parents in Law’s Insurance, Employee Assistance Program, Parental Leave.
• Flexibility: Hybrid Work Model (For most professional roles)
• Training: Hands-On, Team-Customized, Mentorship
• Extra Perks: Free Cab Transport facility for all employees, One Time Meal provided to all employees as per shift. Night Shift Allowances.

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Experience Level

Senior Level