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

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 target="_blank">alightcareers@alight.com.

  Equal Opportunity Policy Statement

  Alight is an Equal Employment Opportunity employer and does not discriminate against anyone based on sex, race, color, religion, creed, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, marital or domestic partner status, citizenship, military or veteran status, sexual orientation, gender, gender identity or expression, genetic information, or any other legally protected characteristics or conduct covered by federal, state, or local law. In addition, we take affirmative action to employ disabled persons, disabled veterans, and other covered veterans.

  Alight provides reasonable accommodations to the known limitations of otherwise qualified employees and applicants for employment with disabilities and sincerely held religious beliefs, practices and observances, unless doing so would result in undue hardship. Applicants for employment may request reasonable accommodations/modifications by contacting their recruiter.

  Authorization to work in the Employing Country

  Applicants for employment in the country in which they are applying (Employing Country) must have work authorization that does not, now or in the future, require sponsorship of a visa for employment authorization in the Employing Country and with Alight.

  Note, this job description does not restrict management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.

  #LI-Remote

  We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

  Salary Pay Range

  Minimum :

  215,000.00 USD

  Maximum :

  235,000.00 USD

  Pay Transparency Statement: Alight considers a variety of factors in determining whether to extend an offer of employment and in setting the appropriate compensation level, including, but not limited to, a candidate’s experience, education, certification/credentials, market data, internal equity, and geography. Alight makes these decisions on an individualized, non-discriminatory basis. Bonus and/or incentive eligibility are determined by role and level. Alight also offers a comprehensive benefits package; for specific details on our benefits package, please visit: Wellbeing and Benefits Selector Page - Alight

  
  DISCLAIMER:

  
  Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.

  Alight Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, pregnancy, childbirth or related medical condition, veteran, marital, parental, citizenship, or domestic partner status, or any other status protected by applicable national, federal, state or local law. Alight Solutions is committed to a diverse workforce and is an affirmative action employer.