Lead, Conversational AI Strategy & Customer Experience

Auto & General Australia; City of Brisbane; On-site; AUD 180,000 - 230,000; Full time

Benefits offered by this job

Bonuses

Leave options

Learning & development

Volunteer opportunities

Wellbeing support

On-site events & celebrations

Employee discounts

Job summary

Auto & General Australia is seeking a Senior Manager, Conversational AI to lead the newly formed team and drive the strategy, design, and delivery of agentic AI solutions across customer and third-party channels using Genesys Cloud.

You will mentor a high-performing team, establish governance, track KPIs, and ensure compliance while staying ahead of AI trends to deliver measurable operational efficiencies and enhanced customer experiences.

Qualifications

• Proven experience in a leadership role, managing technical or product teams, ideally within Conversational AI & Genesys Cloud environments.
• Demonstrated experience in developing and executing AI/automation strategies within a complex enterprise environment.
• Strong track record of delivering impactful customer-facing AI solutions.
• Experience in the insurance or financial services industry is highly regarded.

Responsibilities

• Contribute towards leading the Conversational AI strategy aligned with A&G's customer experience vision and business objectives.
• Build, mentor, and lead a high-performing team of Conversational AI Designers and Technical Specialists, fostering a culture of innovation, collaboration, and continuous improvement.
• Oversee the end-to-end lifecycle of specific Conversational AI solutions, from ideation and design through to development, deployment, optimisation, and ongoing maintenance within our Unified Communications Genesys Cloud environment.
• Act as the key point of contact for key stakeholders across Sales & Service, Claims & Assessing, IT, Data & Analytics, and Compliance, ensuring clear communication and alignment.
• Contribute towards establishing and uphold robust governance frameworks, risk management practices, and ethical AI guidelines for all Conversational AI initiatives, ensuring compliance with internal and external regulations and requirements.
• Define and track key performance indicators (KPIs) for specific Conversational AI solutions, driving continuous optimisation based on data-driven insights and user feedback.
• Stay abreast of emerging Conversational AI technologies, trends, and best practices, evaluating and advocating for their strategic adoption within A&G.
• Identify and report potential risks or inadequate controls related to compliance or operational risks
• Champion a culture of risk and compliance across the division
• Maintain awareness, understanding and compliance with Company policies and procedures, including the on-time completion of mandatory training
• Additional tasks as reasonably required.

Job description

Auto & General Australia is seeking a Senior Manager, Conversational AI to lead the newly formed team and drive the strategy, design, and delivery of agentic AI solutions across customer and third-party channels using Genesys Cloud.

You will mentor a high-performing team, establish governance, track KPIs, and ensure compliance while staying ahead of AI trends to deliver measurable operational efficiencies and enhanced customer experiences.