Hi,

Role: AI Transformation Lead

Location: Bethesda, MD (Onsite - Hybrid)

Duration: 12+ Months

Job Description:

Drive AI led transformation across the Loyalty ecosystem by partnering with business and technology SMEs to identify design and implement AI driven improvements spanning customer experience operations analytics and engineering domains enabling measurable business impact beyond traditional delivery constructs

Key Responsibilities

1 AI Opportunity Identification Cross Functional

Collaborate with Loyalty SMEs Product Marketing Operations Engineering Data to identify highimpact AI use cases
Analyze currentstate processes eg member lifecycle rewards personalization servicing and recommend AI interventions
Translate business challenges into AI solution opportunities GenAI Predictive AI Automation Agentic AI
Build a pipeline of AIdriven transformation use cases across the Loyalty value chain

2 Solution Design Conceptualization

Define AI solution architectures and approaches aligned to enterprise platforms Salesforce Data platforms APIs etc
Design use cases such as
Personalized recommendations Next Best Action
Conversational AI virtual concierge
Intelligent automation eg upgrade allocation fraud detection
AIpowered insights analytics
Create POCs POVs and business cases to demonstrate feasibility and value

3 SME Collaboration Business Integration

Work closely with domain SMEs to cocreate AI solutions grounded in business realities
Bridge gaps between business data and engineering teams
Facilitate workshops to
Identify pain points
Prioritize AI opportunities
Define adoption strategy

4 AI Enablement Beyond Engineering

Drive AI adoption across
Marketing Campaign Ops personalization segmentation
Customer Experience Loyalty programs recommendations engagement
Operations automation agent augmentation
Product Strategy teams AIdriven decisioning
Ensure AI is positioned as a business transformation levernot just a tech accelerator

5 AI Led SDLC Productivity Improvements

Leverage AI to enhance SDLC phases
Requirements generation
Test case automation
Code generation modernization
Drive measurable improvements in productivity cycle time and quality

6 Value Realization KPI Tracking

Define success metrics for each AI initiative
Customer engagement uplift
Revenue loyalty retention impact
Operational efficiency gains
Productivity improvements
Track adoption and ensure conversion from POC scaled deployment

7 AI Governance Responsible AI

Ensure adherence to
AI governance frameworks
Data privacy and ethical AI guidelines
Work with Enterprise AI teams for compliance and alignment
Required Skills Experience

Must Have

10-15 years of experience in Loyalty Travel Hospitality Customer Platforms
Strong exposure to AIGenAI use cases businessdriven not purely engineering
Experience working across business technology data stakeholders
Proven ability to define and execute transformation initiatives consulting engagements
Knowledge of Customer 360 CRM Salesforce preferred
Personalization engines marketing platforms
Datadriven decisioning

Good to Have

Experience with

Agentic AI AIdriven assistants
Recommendation systems behavioral analytics
AIled modernization or transformation programs
Exposure to Marriott Loyalty domain Bonvoylike ecosystems preferred

Best Regards,

Sam

Lead Technical Recruiter

AI Transformation Lead

Quick Overview

Job Description

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