Global S&C GN Song - Gen AI Agentic Innovation Manager

Global S&C GN Song - Gen AI Agentic Innovation Manager

Global S&C GN Song is a strategy and consulting practice that works with clients across marketing, sales, services, and customer engagement functions. Our services help clients become living businesses by optimizing their marketing, sales, and customer service strategy, driving cost reduction, enhancing revenue, improving customer satisfaction, and positively impacting front‑end business metrics.

We are seeking a forward‑thinking and technically astute Manager to drive business growth and deliver GenAI‑powered service reinvention through Agentic AI solutions. This role is ideal for a strategic problem‑solver with deep expertise in service experience design, modular AI agent design, and digital contact center processes. As a trusted advisor to senior stakeholders, you will lead the creation and deployment of intelligent, agentic capabilities across the service value chain.

Roles & Responsibilities

• Bring a thought leadership lens to emerging technologies—translating GenAI trends, agentic workflows, and ecosystem capabilities into real‑world, client‑ready solutions.
• Lead the development of transformation strategies by integrating Gen AI and agentic solutions into client service landscape.
• Lead strategic assessments of current service capabilities and define GenAI‑led reinvention roadmaps, new ways of working (next‑gen operating models), future‑fit capabilities and process designs.
• Envision and engage in client conversations on leveraging LLMs and their agentic capabilities to drive existing business relationships and build new opportunities.
• Collaborate closely with solution architects, Data & AI teams, and platform SMEs to design and implement comprehensive, scalable solutions.
• Guide clients through the design and implementation of future‑fit, value‑led service blueprints, enabling them to leverage cutting‑edge technology and AI.
• Drive consultative selling and engagement with clients, identifying opportunities to bring platform Gen AI solutions to solve their service challenges.
• Establish business value cases aligning Gen AI‑driven digital innovation to KPIs such as productivity, revenue, CSAT, etc.
• Champion the use of insights and intelligence to develop and solve Gen AI use cases and storytelling strategy.
• Build strong client relationships, influencing decision‑making and guiding clients through digital transformation in service.

Professional & Technical Skills

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