AI Insights Lead (PHL)

Role Details

Contract Duration: Full-time
Work Schedule: Monday–Friday, 10:00 PM – 7:00 AM
Work Location: Metro Manila, Philippines
Work Arrangement: Hybrid
Expected Start Date: December 15, 2025
 

About Us

Crescendo represents peak CX performance in the AI era. We combine world-class outsourcing expertise with innovative technology to set a new standard in CX and operations, delivering results that scale and support that never sleeps.

More than that, Crescendo is about people. We don’t just connect talent with opportunity—we create a place where careers grow, ideas thrive, and people are empowered to make an impact.

Join us at Crescendo, and let’s build the future of customer experience together.
 

The Role

We are seeking an experienced and data-driven AI Insights Lead to oversee and elevate our AI Insights operations across multiple partner programs. In this role, you will lead a team of AI Insights Specialists responsible for analyzing and optimizing AI-powered customer interactions. You will provide strategic guidance, mentorship, and operational leadership to ensure data-driven decision-making, actionable insights, and measurable improvements to AI-driven customer experiences.
As an AI Insights Lead, you will collaborate closely with cross-functional stakeholders, including Quality, Operations, Training, Knowledge Management, and Engineering, to translate insights into meaningful business outcomes. You will act as a bridge between data analytics and execution, ensuring the effectiveness, scalability, and quality of AI insights delivery across partners.
 

What You’ll Do:

• Lead, coach, and develop a team of AI Insights Specialists, fostering continuous learning, innovation, and collaboration
• Oversee workload allocation, prioritization, and quality standards within the AI Insights team
• Set clear expectations and establish best practices for insight generation, reporting, and presentation
• Collaborate with partner stakeholders to ensure the insights strategy aligns with business objectives and customer experience goals
• Partner with internal leaders (Quality, Operations, AIDE, and Data Science) to enhance the value, impact, and visibility of AI insights
• Oversee the analysis of large datasets from AI-driven customer interactions, including transcripts, chat logs, and feedback
• Guide the identification of trends, patterns, and emerging issues affecting AI bot performance and customer sentiment
• Ensure consistent measurement of KPIs and the accuracy of dashboards tracking performance across partners and bots
• Validate insights produced by the team to ensure relevance, accuracy, and business impact.
• Reporting & Visualization
• Ensure the team delivers clear, actionable, and visually engaging reports and presentations for internal and external stakeholders
• Review and refine data storytelling to ensure insights effectively drive decision-making at all organizational levels
• Maintain and continuously improve visualization standards using approved tools and methodologies
• Partner closely with AI Deployment Engineers (AIDEs) and product teams to operationalize insights that improve AI models and conversation flows
• Coordinate feedback loops between AI Insights, Quality, and Training to support systemic learning and performance improvement
• Collaborate with program leads to propose and implement changes that enhance overall AI and customer experience outcomes
• Represent the voice of the customer in data-driven discussions and strategic initiatives.
• Champion opportunities to improve AI behavior and the customer experience based on insights from data and human review
• Stay current on trends in AI, analytics, and customer experience to drive innovation and continuous improvement across the team

What We Expect From You:

• 2+ years of experience in data analysis, AI optimization, or CX insights
• 1+ year of experience managing or mentoring a team
• Strong proficiency in data analysis tools and techniques
• Experience with data visualization platforms
• Familiarity with AI and machine learning concepts, particularly as applied to conversational AI
• Knowledge of customer service principles, operational metrics, and best practices
• Excellent analytical and problem-solving abilities
• Strong communication and presentation skills, including data storytelling
• Quick learner, able to absorb new technologies, partner processes, and tools
• Proactive mindset and growth-oriented approach, always seeking new challenges to solve.
• Organized and effective at managing time, capable of prioritizing competing tasks
• Demonstrated ability to lead, motivate, and coach a team while balancing performance and development
• Strong collaboration and relationship-building skills across diverse teams
• Strategic thinker who can balance detail-oriented analysis with big-picture planning

What You’ll Get In Return:

• Hybrid working arrangements
• Competitive base salary
• Generous paid time off
• Comprehensive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training and professional development opportunities