Manager Conversational AI

Philip Morris International; City Of London; On-site; GBP 70,000 - 90,000; Full time

Job summary

A leading multinational company in City of London is seeking a Manager Conversational AI to enhance user interactions through AI-powered experiences. This role involves designing and optimizing chatbots and voice assistants to achieve strategic business outcomes. The ideal candidate will have substantial experience in AI technologies and the ability to work collaboratively across different teams, influencing the customer journey positively.

Qualifications

• Deep understanding of AI technologies and their application in customer service.
• Experience designing user interaction flows for chatbots and voice assistants.
• Ability to collaborate with cross-functional teams.

Responsibilities

• Lead the design and optimization of AI-powered conversational experiences.
• Ensure high-quality automated interactions across digital touchpoints.
• Define and implement a roadmap for Conversational AI capabilities.

Job description

Overview

Be a part of a revolutionary change!

At PMI, we’ve chosen to do something incredible. We’re transforming our business and building our future on smoke-free products with the power to build a smoke-free future.

With huge change, comes great opportunity. Wherever you join us, you’ll have the freedom to dream up and deliver better, brighter solutions and the space to move your career forward in endlessly different directions.

The SFP Group is undergoing a critical overhaul to become an agile, consumer-centric business that harnesses technological innovation to deliver better, science-backed alternatives to millions of adult smokers around the world. By focusing on our strategic priorities and the right organization, fully enabled to deliver what matters most for our consumers along their journey toward better alternatives, we will deliver a smoke-free future.

Here, you can make a difference. You can shape the consumer journey from discovery and acquisition through to conversion and loyalty. You’ll watch your efforts lead to meaningful change in the lives of smokers seeking better alternatives. You’ll develop your skills by collaborating across functions, markets and regions.

If you want to make a life-changing impact on consumers, there’s no better place.

Position

We are currently looking for a Manager Conversational AI in London, UK. The role is part of the Global Customer Service and Support team within the central function and reports to the Head of Customer Service Touchpoints. It is a strategic and hands-on managerial position responsible for leading the design, development, and optimization of AI-powered conversational experiences across digital touchpoints—including chatbots, voice assistants, and virtual agents. This role shapes how users interact with SFP brands through natural language interfaces, ensuring scalable, high-quality automated interactions. It requires a deep understanding of business objectives and consumer experience goals to define and implement the roadmap for Conversational AI capabilities in close collaboration with relevant partners. Aligned with key performance indicators—such as self-service usage, Channel NPS, CES, VOC, and cost—the role sets priorities for enhancing capabilities that support desired user journeys across multi-channel contact environments.