Vice President, Care Transformation & AI Experience -Virtual

Our Story At Alight, we believe a company’s success starts with its people. At our core, we Champion People, help our colleagues Grow with Purpose and true to our name we encourage colleagues to “Be Alight.”  We are passionate about connecting purpose with impact.  Alight empowers clients to build a healthier and more financially secure workforce by unifying the benefits ecosystem across health, wealth, wellbeing, navigation, and absence management. Our Benefits With a comprehensive total rewards package, Alight offers programs and plans that support your mind, body, wallet, and life. Benefits include health, dental and vision coverages starting Day One. Additionally, Alight colleagues enjoy wellbeing programs, retirement plans with contribution matching, generous time off, parental leave, continuing education, and career growth opportunities – all within a thriving global organization. Flexible Working So that you can be your best at work and home, we consider flexible working arrangements wherever possible. Alight has been a leader in the flexible workspace and “Top 100 Company for Remote Jobs” 6 years in a row. Great Place to Work Thanks to the work of every colleague, Alight has received multiple awards of recognition including “Great Place to Work” for the past 7 years and Fortune’s “Best Companies to Work For.” To learn more about our company culture and awards Click Here. If you, Champion People, seek to Grow with Purpose, and embody the meaning of Be Alight – We invite you to join our team!  Learn more at careers.alight.com .  About the Role We’re looking for a leader to redefine customer care at scale—transforming how millions engage across health, wealth, leave, payroll, and HR. This role will reimagine the contact center from the ground up, shifting from reactive, human-driven support to AI-powered, digital-first, and proactive experiences. You’ll own the strategy, roadmap, and execution to dramatically improve customer experience, automation, and cost efficiency. As a key member of the Delivery Transformation leadership team, you’ll sit at the intersection of product, operations, and AI, partnering across Technology, Data, and Client teams to deliver measurable, enterprise-wide impact. What You Will Own End-to-End Care Transformation Lead transformation of large-scale, multi-channel contact center operations across voice, digital, and self-service environments Redesign the care delivery model to drive AI-led automation, digital adoption, and operational efficiency Own the shift from assisted service to intelligent, self-service and automated engagement Align a complex ecosystem of stakeholders - internal teams, external BPO partners, and technology vendors AI-Driven Customer Experience Define and scale AI-first care capabilities, including conversational AI, virtual assistants, agent augmentation, and intelligent routing Drive containment strategies to reduce reliance on assisted service Enable predictive and proactive engagement, leveraging data and AI to anticipate customer needs Translate AI investments into clear business outcomes and measurable ROI Product & Operational Integration Own the multi-year roadmap for care experiences across all channels Ensure product innovation is fully embedded into frontline operations, workflows, and agent experience Partner closely with Operations to deliver real-world adoption, performance gains, and scalability Align investments to enterprise priorities across growth, client experience, and efficiency Contact Center Economics & Performance Drive measurable improvements in cost-to-serve, productivity, and service efficiency Optimize workforce model, capacity planning, and routing strategies using AI-driven insights Improve first-contact resolution, customer effort, and overall experience quality Establish and manage a data-driven performance system across care operations Knowledge, Agent Experience & Enablement Modernize enterprise knowledge management to support AI-driven and assisted experiences Improve agent effectiveness through intelligent knowledge surfacing and workflow automation Accelerate onboarding and proficiency through simplified tools and AI-enabled support Enterprise Leadership & Change Lead large-scale, cross-functional transformation programs across Product, Technology, Operations, and Client teams Influence and align senior executives across multiple business units Drive adoption of new capabilities in a highly matrixed, complex organization Bring structure, clarity, and execution discipline to high-stakes transformation efforts Education & Experience Bachelor’s degree required; advanced degree preferred 15+ years in customer care, contact center operations, product leadership, or transformation roles Experience leading enterprise-scale care transformation and AI adoption initiatives Demonstrated success in multi-channel service environments and digital transformation Application and Interview By applying for a position with Alight, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with Alight’s employment policies. Background checks may include some or all the following based on the nature of the position: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, credit check, and/or drug test. You will be notified during the hiring process which checks are required by the position. Alight requires all virtual interviews to be conducted on video.  Please be aware that Alight is a camera-on culture and may require occasional travel to one of our physical office locations. Our commitment to Inclusion We celebrate differences and believe in fostering an environment where everyone feels valued, respected, and supported. We know that diverse team