eService Generative Engine Optimization Operation Specialist

Lenovo is seeking an innovative and data-driven eService Generative Engine Optimization Operation professional to support the development, implementation, and optimization of AI-powered digital service experiences. This role will focus on enhancing Lenovo’s eService ecosystem through the application of Generative AI, Agentic AI, and data-driven operational strategies, helping improve customer engagement, self-service effectiveness, and overall user satisfaction.

Responsibilities:

• Support the development and deployment of AI-driven functionalities within Lenovo's digital service platforms, including Vantage
• Design and optimize intelligent service scenarios leveraging Agentic AI and Generative AI technologies to enhance customer interactions and service experiences
• Oversee the full life cycle management of eService through integrating AI capabilities into customer service processes and business workflows, ensuring alignment with user needs and business objectives
• Analyze customer behavior, service utilization trends with AI-generated insights to identify opportunities for improvement
• Develop and execute operational strategies aimed at increasing customer engagement, traffic, conversion rates, and retention
• Conduct regular performance reviews of AI services, analyze service data, and provide recommendations to ensure and improve service quality, operational efficiency, and user satisfaction
• Work closely with product, engineering, operations, and customer service teams to provide data support, strategic guidance, and tailored customer solutions

Requirements:

• Bachelor's degree in Business, Marketing, Communications, Information Systems, Computer Science, Data Science, Data Analytics, Artificial Intelligence, Engineering, Customer Experience Management or a related field
• 5+ years of experience in digital operations, customer experience, AI applications, eService operations, or related fields
• Master's degree in Business, Information Systems, Computer Science, Data Science, Artificial Intelligence, Engineering, or a related field
• Experience supporting AI-powered digital products, customer service platforms, or self-service ecosystems
• Experience with search engines (e.g. Google Search)
• Experience with customer journey analysis, digital engagement strategies, and operational performance metrics
• Experience working in a global and matrixed organization
• Experience analyzing data and translating insights into actionable business recommendations
• Excellent communication and stakeholder management skills
• Proficiency with data analysis tools and reporting dashboards