This role is responsible for leading the global strategy, delivery and continuous improvement of Conversational Channels, shaping effortless, modern luxury digital conversational experiences.

The role spans technology, people and process, driving innovation across channels (including generative and agentic AI), building scalable global capabilities, and embedding a culture of curiosity, learning and continuous improvement.

Key Accountabilities & Responsibilities:

Strategy & Vision:

• Own and lead the global vision, strategy and capability roadmap for Conversational Channels.
• Define future-state Conversational Channel capabilities, including generative and agentic AI use cases.

Delivery & Execution:

• Lead global development, launch and optimisation of chat, WhatsApp, and other messaging and AI-enabled experiences.
• Lead Conversational innovation across generative and agentic AI, transitioning from assisted service to autonomous, brand safe and value generating client and agent experiences.
• Create and maintain the global Conversational delivery roadmap and integrated backlog.
• Ensure delivery governance, prioritisation and risk management.
• Provide day-to-day leadership and direction to strategic technology and delivery partners, ensuring outcomes align to standards, brand expectations and delivery commitments

People & Ways of Working:

• Lead and inspire x1 direct report and a development team (x6 FTE)
• Work in collaboration with global and market cross-functional teams

Data, Insight & Performance:

• Own global Conversational reporting requirements and the development and enablement of performance frameworks.
• Enable data-led continuous improvement across markets.

Culture, Inclusion & Advocacy:

• Champion inclusive and accessible customer experiences.
• Contribute to CX communities, knowledge sharing and cultural initiatives.

Skills & Experience:

• Experience in global digital product ownership or transformation roles.
• Strong understanding of conversational platforms and AI-enabled CX.
• Proven ability to deliver complex, multi-market initiatives.

Personal Attributes:

• Client-obsessed and outcome focused.
• Strategic thinker with hands-on delivery capability.
• Strong advocate for inclusion and ethical AI.

Additional information:

**THIS POSITION IS CONFIRMED INSIDE IR35**

Maternity cover

Must be eligible to work in the UK

If you are interested in this role and have the skills and experience required Apply Now!