Contact Centre AI & Automation Lead

Motability Operations

West of England

Hybrid

GBP 65,000 - 90,000

Full time

3 days ago

Be an early applicant

Get a reply from this employer

Your resume and cover letter, tailored to exactly what they’re hiring for.

Get past ATS filters

Benefits offered by this job

Annual discretionary bonus

Pension plan (15% non-contributory)

Life assurance 4x salary

Employee Discount Scheme

Electric/Hybrid Car Salary Sacrifice

Cycle to Work Scheme

28 days annual leave + ability to buy

Job summary

Motability Operations is seeking a Digital Optimisation Lead to elevate the contact centre's digital capabilities, including conversational AI, automation and self-service tech. You’ll turn opportunities into practical solutions that improve customer journeys and efficiency.

Join a hybrid, UK-wide team delivering measurable improvements with hands-on technical leadership and cross-functional collaboration.

Qualifications

Proven experience implementing, managing or optimising digital solutions, automation technologies or tech-enabled improvements.
Hands-on experience configuring, testing, troubleshooting or enhancing digital systems.
Track record of delivering measurable improvements through technology using data and performance insights.

Responsibilities

Driving digital innovation: Implementing, configuring, testing and improving digital solutions including conversational AI and self-service tech.
Making a measurable difference: Using data and insights to identify opportunities and deliver better customer experiences.
Getting hands-on with technology: Investigating challenges, troubleshooting and optimising solutions for best outcomes.
Improving customer journeys: Reviewing processes to identify automation opportunities and reduce complexity.
Working collaboratively: Partnering with Product Teams, technology specialists and external providers to enhance capabilities.
Taking ownership: Driving improvements from opportunity to implementation and ongoing optimisation.