Senior Customer Analytics & AI Transformation Manager

Lead AI-Powered Customer Transformation

We're partnering with an ambitious, customer-focused organisation investing heavily in AI, automation, customer analytics, and digital transformation across its customer operations function.

This is a unique opportunity to play a key role in transforming a large-scale contact centre environment through the adoption of Conversational AI, chatbots, speech analytics, sentiment analysis, customer insight, and intelligent automation.

The Role

Working across Customer Operations, Technology, Product, and Data teams, you'll help shape and deliver an AI-first customer experience strategy, driving improvements in customer journeys, self-service adoption, operational efficiency, and customer satisfaction.

Key responsibilities include:

• Leading AI and digital transformation initiatives across customer operations
• Driving adoption of Conversational AI, chatbots, automation, and self-service solutions
• Delivering customer analytics, Voice of Customer (VOC), sentiment analysis, and behavioural insight
• Identifying customer pain points, contact drivers, and journey friction through data and analytics
• Optimising chatbot performance, containment, and digital customer journeys
• Developing operational insight, performance reporting, and predictive analytics
• Partnering with Technology, Product, Data, and Operations teams to deliver measurable business outcomes

About You

We're interested in speaking with professionals from backgrounds such as:

• AI Transformation
• Digital Transformation
• Customer Analytics & Insight
• Contact Centre Transformation
• Conversational AI
• Chatbot Strategy & Optimisation
• Speech Analytics & Sentiment Analysis
• Customer Experience (CX) Transformation
• Customer Intelligence & Voice of Customer (VOC)

Experience with technologies such as Conversational AI platforms, chatbots, speech analytics tools, Power BI, Tableau, SQL, Salesforce, Zendesk, NICE, Verint, or similar customer experience technologies would be highly beneficial.