Senior Manager, Conversational AI & CX Automation
Auto & General
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Benefits offered by this job
Job summary
Auto & General (A&G) in Australia seeks a Senior Manager, Conversational AI to lead the newly formed team and drive strategy, development, and delivery of enterprise‑level AI solutions across customer and third‑party interactions.
You will build and mentor a high‑performing team, oversee end‑to‑end lifecycle within our Genesys Cloud environment, and collaborate with Sales, Service, Claims, IT, Data & Analytics, and Compliance to ensure compliant, scalable automation and measurable business
Qualifications
- Proven leadership of technical or product teams.
- Experience delivering customer‑facing AI solutions.
- Experience in insurance or financial services preferred.
- Strong knowledge of Conversational AI tech including NLU/NLP.
Responsibilities
- Lead the Conversational AI strategy aligned with customer experience vision.
- Build and mentor a high‑performing team of AI designers and specialists.
- Oversee end‑to‑end lifecycle of AI solutions within Genesys Cloud.
- Engage with Sales, Service, Claims, IT, Data & Analytics, and Compliance.
- Establish governance, risk management, and ethical AI guidelines.
- Define and track KPIs and drive data‑driven optimisation.
- Stay abreast of emerging AI technologies and advocate adoption.
- Identify and report potential compliance or operational risks.
- Champion risk and compliance culture.
Skills
Tools
Job description
Auto & General (A&G) in Australia seeks a Senior Manager, Conversational AI to lead the newly formed team and drive strategy, development, and delivery of enterprise‑level AI solutions across customer and third‑party interactions.
You will build and mentor a high‑performing team, oversee end‑to‑end lifecycle within our Genesys Cloud environment, and collaborate with Sales, Service, Claims, IT, Data & Analytics, and Compliance to ensure compliant, scalable automation and measurable business
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