Programme Lead (Home Delivery AI Chatbot)

Primark; Reading; Hybrid; GBP 111,000 - 166,000; Part time

Job summary

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,

Qualifications

• 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.

Responsibilities

• 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.

Skills

AI chatbots

Conversational AI

Digital self-service

Stakeholder management

Tools

Salesforce Service Cloud

Job description

AI, Customer Service & Digital Transformation

Location: Reading or Dublin (Remote with ad-hoc travel)

Duration: Initial 9 Month Contract

Day Rate: Inside IR35 if UK Based

We're looking for an experienced Home Delivery AI Chatbot Programme Lead to lead the implementation and launch of a new AI-powered virtual assistant and self-service capability for Primark's growing Home Delivery proposition.

This is a high-profile role at the intersection of Customer Service, Digital, Technology, AI, and Customer Experience, responsible for bringing a customer-facing AI chatbot from concept through to live operation. We're seeking someone who has successfully launched AI chatbots, virtual assistants, or digital self-service solutions and can drive delivery in partnership with external technology providers.

What You'll Be Doing

• Lead the end-to-end delivery of an AI chatbot and virtual assistant solution for Home Delivery customers.
• Shape the product roadmap and future vision for customer self-service and automation capabilities.
• Work closely 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, reporting, RAID management, and programme controls.
• Lead testing, launch readiness, operational readiness, and hypercare activities.
• Define KPIs and performance measures, driving continuous improvement following launch.
• Create a scalable framework that can support future capability expansion and rollout into additional markets.

What We're Looking For

• Proven experience launching AI chatbots, virtual assistants, conversational AI solutions, or digital self-service platforms.
• Strong programme or project management experience delivering technology-enabled customer transformation initiatives.
• Experience working with third-party technology partners, systems integrators, or product vendors.
• Strong understanding of customer journeys, customer service operations, and digital customer experience.
• Ability to translate business requirements into practical technology solutions and delivery plans.
• Experience defining roadmaps, KPIs, benefits realisation, and operational success measures.
• Excellent stakeholder management skills and confidence working across multiple business functions.
• Strong communication, influencing, and problem-solving capabilities.
• Salesforce Service Cloud, Agentforce, or similar customer service AI platforms.
• Retail, eCommerce, home delivery, or customer contact centre environments.

This is an exciting opportunity to play a pivotal role in shaping the future of customer service through AI, delivering a strategic capability that will improve customer experience while supporting Primark's broader Home Delivery growth ambitions.