Manager Conversational AI

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

Job summary

A leading international company in London is seeking a Manager Conversational AI to lead the development and optimization of AI-powered conversational experiences across digital touchpoints, including chatbots and voice assistants. This strategic role is crucial for enhancing user interactions and requires a strong grasp of both business and consumer experience goals. If you're looking to make an impactful change and advance your career, this is the place for you.

Qualifications

• Deep understanding of business objectives and consumer experience goals.
• Experience in leading design and development of AI-powered conversational experiences.
• Ability to define and implement roadmaps for Conversational AI capabilities.

Responsibilities

• Lead the design and optimization of AI-powered conversational experiences.
• Collaborate across functions to enhance automated interactions.
• Set priorities based on key performance indicators for user journeys.

Job description

Overview

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Be a part of a revolutionary change!

At PMI, we've chosen to do something incredible. We're totally 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. So, wherever you join us, you'll enjoy the freedom 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 as we look to transform into an agile, consumer-centric business that harnesses technological innovation to deliver better, science-backed alternatives to millions of adult smokers around the world. It is only by focusing on our strategic priorities and the right organization, fully enabled to deliver what matters the most for our consumers along their journey toward better alternatives, that we will be able to 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. And you can watch your efforts lead to meaningful change in the lives of smokers on their way to better alternatives. You\'ll develop your skills; collaborating across functions, markets and regions. If you want to make a life-changing impact on consumers, there\'s no better place.

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 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 is pivotal in shaping how users interact with SFP brands through natural language interfaces, ensuring scalable, high-quality automated interactions. It requires a deep understanding of both 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.

You will: