AI & Automation Lead Transforming Customer Experience

Avios Group (AGL) Limited

Warrington

Hybrid

GBP 75,000 - 115,000

Full time

2 days ago

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Job summary

Avios Group (AGL) Limited is seeking an AI & Automation Manager in Warrington to shape how we apply AI and automation to improve customer servicing and colleague experience. You will evaluate opportunities, work with Customer Experience, Operational Delivery, Product and Technology, and influence priorities and investments.

The role blends hands‑on experimentation with strategic thinking, driving practical, value‑driven automation initiatives across the Avios ecosystem.

Qualifications

Experience in AI, automation or digital transformation within customer operations.
Ability to identify and shape automation opportunities across customer journeys.
Knowledge of conversational AI, agent‑assist and workflow automation.
Strong analytical and commercial thinking with stakeholder influencing skills.

Responsibilities

Identify and evaluate opportunities to use AI and automation across frontline and back‑office customer servicing.
Translate customer and colleague challenges into practical automation opportunities.
Assess value, feasibility, risks and dependencies of proposed solutions.
Provide SME guidance on AI and automation to stakeholders and partners.
Collaborate with Product and Technology to shape solutions and roadmaps.
Support development and implementation of AI initiatives grounded in customer needs.