Hybrid AI & Automation Leader for Customer Experience

IAG Loyalty; Warrington; Hybrid; GBP 70,000 - 95,000; Full time

Job summary

IAG Loyalty in Warrington is seeking an AI & Automation Manager to shape how we use emerging technology to improve customer experiences and operational efficiency. You’ll lead initiatives spanning conversational AI, agent‑assist, and workflow automation while aligning with Customer Experience and Technology teams.

You will explore new technologies, evaluate opportunities, and influence prioritisation to deliver tangible business value and improved customer outcomes.

Qualifications

• Extensive experience in AI, automation and digital transformation within customer operations.
• Proven ability to identify automation opportunities across journeys.
• Knowledge of governance and responsible AI practices.
• Strong stakeholder management and influence.

Responsibilities

• Identify and evaluate opportunities to use AI and automation across frontline and back‑office customer servicing.
• Explore conversational AI, agent‑assist, workflow automation and emerging capabilities.
• Collaborate with Customer Experience and Operational Delivery teams to translate challenges into automation opportunities.
• Assess value, feasibility, risks and dependencies of proposed AI solutions.
• Act as SME for AI and automation within Customer Contact and guide stakeholders.
• Partner with Product and Technology to shape options and roadmaps.

Skills

AI & automation strategy

Stakeholder management

Digital transformation

Job description

IAG Loyalty in Warrington is seeking an AI & Automation Manager to shape how we use emerging technology to improve customer experiences and operational efficiency. You’ll lead initiatives spanning conversational AI, agent‑assist, and workflow automation while aligning with Customer Experience and Technology teams.

You will explore new technologies, evaluate opportunities, and influence prioritisation to deliver tangible business value and improved customer outcomes.