Intelligence and Automation Lead

Responsibilities

Key accountabilities and decision ownership:

Strategic Intelligence, Innovation & Transformation

• Define and execute theu and scaling of Agile ways of working across Intelligent and Automation chapter, enhancing organizational agility, accelerating delivery, fostering continuous improvement and strengthening customer-centric outcomes.

AI-Powered Customer Experience & Journey Transformation

• Design and optimize AI-driven, omnichannel customer journeys that are predictive, personalized, and frictionless.
• Lead the implementation of conversational AI, virtual assistants, intelligent self-service, and real-time decisioning capabilities.
• Drive the transition from reactive service delivery to autonomous, self-healing, and proactive customer experiences.
• Drive human-centered design principles to ensure superior customer experiences, accessibility, and digital adoption.
• Continuously improving journey performance, reducing customer effort while increasing satisfaction, loyalty, and advocacy.

Customer Intelligence, Analytics & Commercial Growth

• Leverage advanced analytics, behavioral intelligence, predictive models, and customer insights to anticipate customer needs and shape strategic interventions.
• Build propensity models for next-best-action, churn prediction, across customer journeys to enhance retention, loyalty, cross-sell, and upsell opportunities.
• Establish customer intelligence frameworks that transform data into actionable insights, forecasting, and strategic recommendations.
• Deliver executive insights on customer trends, growth opportunities and experience performance to influence business strategy.

Intelligent Automation & Operational Excellence

• Identify, prioritize, and deploy intelligent automation solutions that simplify operations and improve service productivity.
• Lead the implementation of hyper automation capabilities that reduce cost-to-serve while enhancing service quality and responsiveness.
• Optimize operational performance through AI-driven process orchestration, workflow automation and continuous improvement.
• Drive measurable efficiency gains, productivity improvements and service excellence through data-led decision-making.
• Establish a culture of continuous innovation, automation, and operational agility.

AI Governance, Risk & Platform Leadership

• Govern experience, AI, and automation platforms to ensure scalability, resilience, security and business readiness.
• Establish AI governance framework for experience, covering risk management, compliance, ethical AI practices, model controls, and operational oversight.
• Oversee AI model performance, accuracy, explainability, and continuous optimization to maximize customer and business outcomes.
• Ensure service continuity through robust monitoring, incident management, and platform resilience frameworks.
• Drive responsible AI adoption while maintaining regulatory and organizational compliance standards.

Business Clusters Collaboration, Leadership & Capability Building

• Partner with Care and Experience, Technology, Digital, Data, Commercial teams to deliver integrated and business-aligned customer solutions.
• Influence stakeholders and provide strategic recommendations on customer experience, intelligence, automation, and growth opportunities.
• Build Care and Experience capabilities on AI, automation, analytics, customer intelligence, and experience management disciplines.
• Lead, coach, and develop high-performing teams, fostering a culture of innovation, accountability, experimentation, and continuous learning.
• Drive customer-centricity and digital-first thinking across the organization to strengthen market leadership and long-term business growth.

Qualifications

• Bachelor’s degree in information technology, Computer Science, Data Science, Engineering, Business Information Systems or a related field from a recognized institution.
• Professional certifications in Artificial Intelligence, Data Analytics, Automation, Customer Experience, Agile, Project Management, Product Management, or Digital Transformation will be an added advantage.
• Strong understanding of Artificial Intelligence (AI), Machine Learning (ML), Intelligent Automation, Robotic Process Automation (RPA), Conversational AI, Customer Analytics, and Predictive Modelling.
• Experience with customer experience platforms, digital engagement channels, CRM systems, customer journey management, and data visualization tools.
• Strong understanding of AI, automation, customer intelligence, and analytics.
• Strong strategic, commercial, and business acumen.
• Proven ability to lead transformation, innovation, and change.
• Strong stakeholder management and cross-functional collaboration skills.
• Excellent analytical, problem-solving, and decision-making capabilities.
• Customer-centric mindset with a focus on experience and value creation.
• Strong communication, presentation, and influencing skills.
• High levels of integrity, accountability, and professionalism.
• Strong planning, execution, and results delivery skills.
• Innovative, adaptable, and committed to continuous improvement.