AI-Powered Customer Engagement Lead

The Travel Corporation

Greater London

Hybrid

GBP 90,000 - 130,000

Full time

6 days ago

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Job summary

The Travel Corporation is seeking a Customer Engagement AI Capability Lead in London to shape the AI-enabled customer experience across TTC brands. This strategic and hands−on role blends capability development with practical delivery across chat, voice and digital channels.

You will define the AI capability roadmap, lead design and integration with Genesys Cloud, Salesforce and third‑party AI technologies, and collaborate with global teams to deliver measurable value while upholding responsible

Qualifications

Hands-on experience with AI, data or customer engagement technologies in a large organisation.
Practical experience designing or implementing conversational AI, predictive engagement or agent‑assist solutions.
Strong understanding of customer engagement platforms such as Genesys Cloud and Salesforce.

Responsibilities

Define and maintain the roadmap for AI-enabled customer engagement across chat, voice and digital channels.
Lead design, configuration and deployment of AI capabilities across Genesys Cloud, Salesforce and third‑party platforms.
Define KPIs and translate data insights into actionable business improvements.
Champion adoption of AI-powered tools and ensure responsible AI practices.