Contact Centre AI & Automation Lead

Motability Operations Ltd; West of England; On-site; GBP 60,000 - 90,000; Full time

Job summary

Motability Operations in the United Kingdom is seeking a Digital Optimisation Lead to elevate our Contact Centre's digital capabilities, blending strategic vision with hands-on delivery across process redesign, data analytics and technology integration.

You will drive digital innovation, implement conversational AI, automation and self-service solutions, and partner with product and technology teams to simplify journeys and boost operational efficiency.

Responsibilities

• Driving digital innovation: implementing and improving digital solutions, including conversational AI and self-service technologies.
• Measuring impact: using data and customer insights to identify opportunities and improve experiences.
• Hands-on technology: troubleshooting and optimizing solutions for better outcomes.
• Enhancing journeys: reviewing processes to remove friction and automate where possible.
• Collaboration: partnering with product teams, tech specialists and external providers.
• Ownership: driving improvements from opportunity to implementation and optimisation.

Job description

Motability Operations in the United Kingdom is seeking a Digital Optimisation Lead to elevate our Contact Centre's digital capabilities, blending strategic vision with hands-on delivery across process redesign, data analytics and technology integration.

You will drive digital innovation, implement conversational AI, automation and self-service solutions, and partner with product and technology teams to simplify journeys and boost operational efficiency.