AI Automation Manager

Role Overview

We’re looking for an AI & Automation Manager to help shape how we use emerging technology to create better experiences for our customers, colleagues and wider Customer Contact operation.

What You Will Do

Identify and evaluate opportunities to use AI and automation across frontline and back-office customer servicing, improving customer outcomes, colleague experience and operational efficiency.

Why It Might Be a Fit

Strong experience in AI, automation, digital transformation or technology-enabled customer operations, with an understanding of how technology can improve customer servicing.

Requirements

• Strong experience in AI, automation, digital transformation or technology-enabled customer operations
• Experience identifying, evaluating and shaping automation opportunities across customer journeys, operational processes or service environments
• Good knowledge of AI and automation technologies
• Strong analytical and commercial thinking
• Experience working with Product, Technology, Customer Experience or Operational teams
• An understanding of customer contact operations
• Excellent stakeholder management and influencing skills
• The ability to translate complex technical concepts into clear, practical recommendations
• Strong problem-solving and decision-making skills
• An understanding of AI governance, risk management and responsible use of emerging technologies
• A proactive and curious mindset

Benefits

• Flexible working arrangement (The Blend)
• Opportunity to work with emerging technologies
• Chance to shape the future of customer servicing
• Collaborative and inclusive work environment