- Lead enterprise-wide AI transformation initiatives
- Drive customer experience innovation at scale
About Our Client
Our client is a leading consumer finance organisation that leverages digital innovation to enhance customer engagement and operational efficiency.
Job Description
- Define and execute the conversational AI roadmap across voice and digital customer engagement channels.
- Identify opportunities to improve customer experience, scalability, and operational efficiency through automation.
- Partner with business leaders to translate operational challenges into AI-enabled solutions and present recommendations to senior leadership.
- Evaluate technology partners, manage vendor relationships, and drive platform strategy decisions.
- Act as the subject matter expert for contact centre technology, telephony, and customer interaction workflows.
- Lead and develop a team of conversational AI specialists while fostering collaboration across business and technology teams.
The Successful Applicant
- Bachelor's degree in Business, Technology, Engineering, Telecommunications, or a related field.
- Minimum 8 years of experience in contact centres, customer experience (CX), telecommunications, BPO, customer operations, or related industries.
- Proven experience leading customer engagement technology initiatives involving telephony, contact centre platforms, or conversational AI solutions.
- Strong understanding of contact centre operations, customer journeys, and customer interaction technologies.
- Experience evaluating and managing technology vendors, including commercial and platform assessments.
- Demonstrated ability to influence executive stakeholders and lead cross-functional transformation initiatives.
- Experience managing specialist teams within business transformation, AI, customer operations, or technology-enabled functions.
- Knowledge of conversational AI, voice automation platforms, telephony systems, and customer engagement technologies.
What's on Offer
- Opportunity to lead a high-impact AI and customer experience transformation programme.
- Strategic leadership role with visibility to senior executives and key business stakeholders.
- Exposure to emerging conversational AI technologies and enterprise-scale automation initiatives.
- Chance to build and develop a specialised team focused on innovation and customer engagement.
- Collaborative environment combining business strategy, technology, and operational excellence.
- Hybrid work arrangement of 2-3x a week in BGC, Taguig
Contact:
Quote job ref: JN-072026-7073710
