Home Delivery AI Chatbot Programme Lead (Remote)

Primark; Reading; Hybrid; GBP 111.000 - 166.000; Teilzeit

Zusammenfassung

Primark is seeking an experienced Home Delivery AI Chatbot Programme Lead to drive the implementation and launch of an AI-powered virtual assistant for the Home Delivery proposition. You will own the end-to-end delivery, shape the roadmap, and work with external technology partners to design, build, test, and optimise the solution for customer self-service.

You will define customer journeys, business outcomes, and success metrics, coordinating across Customer Service, Product, Digital,

Qualifikationen

• Experience launching AI chatbots, virtual assistants, or digital self-service platforms.
• Strong programme or project management delivering technology-enabled customer transformation.
• Experience working with third-party technology partners, systems integrators, or product vendors.
• Strong understanding of customer journeys and digital customer experience.

Aufgaben

• Lead end-to-end delivery of an AI chatbot and virtual assistant for Home Delivery customers.
• Shape the product roadmap and future vision for customer self-service and automation.
• Collaborate with external technology partners to design, build, test, launch and optimise the solution.
• Define customer journeys, requirements, business outcomes, and success metrics.
• Coordinate stakeholders across Customer Service, Product, Digital, Technology, Legal, Data, Operations, and Delivery teams.
• Establish governance, RAID management, and programme controls.
• Lead testing, launch readiness, and operational readiness activities.
• Define KPIs and performance measures to drive continuous improvement after launch.
• Create a scalable framework for future expansion and rollout into additional markets.

Kenntnisse

AI chatbots

Conversational AI

Digital self-service

Stakeholder management

Tools

Salesforce Service Cloud

Jobbeschreibung

Primark is seeking an experienced Home Delivery AI Chatbot Programme Lead to drive the implementation and launch of an AI-powered virtual assistant for the Home Delivery proposition. You will own the end-to-end delivery, shape the roadmap, and work with external technology partners to design, build, test, and optimise the solution for customer self-service.

You will define customer journeys, business outcomes, and success metrics, coordinating across Customer Service, Product, Digital,