Intelligence and Automation Lead

Role Purpose:

Reporting to the Digital Care and Experience Lead, the Intelligence and Automation Lead drives the transformation of Digital Care and Experience through AI, automation, and customer intelligence, creating predictive, personalized, and commercially impactful customer journeys. The role leverages advanced analytics, conversational AI, and intelligent automation to enhance customer loyalty, accelerate digital adoption, improve operational efficiency, and maximize customer lifetime value.

As the custodian of intelligent care ecosystems, the role governs AI and automation platforms to ensure resilience, scalability, risk management, and continuous optimization. It leads the adoption of autonomous and self-healing customer journeys while embedding customer and commercial intelligence to strengthen retention, unlock growth opportunities, reduce cost-to-serve, and position the organization at the forefront of the AI-driven customer experience economy.