Senior Program Manager – AI and CX

Babylonstoren; South Africa; On-site; ZAR 800 000 - 1 200 000; Full time

Job summary

A leading company in digital services seeks an experienced Senior Program Manager to drive the implementation of their AI strategy and enhance customer experience in hospitality and ecommerce. The role involves stakeholder coordination, risk management, and leadership of AI initiatives across various estates. Candidates should have over four years in program management or digital transformation, a degree in a relevant field, and fluency in English and Afrikaans. This position is based in South Africa and offers opportunities for significant impact.

Qualifications

• 4+ years in program management, digital transformation, AI, or CX leadership roles.
• Proven experience leading complex, multi-stakeholder programs.
• Strong background in customer experience optimization.
• Familiarity with project management tools and methods.
• Understanding of data, analytics, and AI application in business processes.
• Fluent in English and Afrikaans.
• Willing to travel.

Responsibilities

• Translate the AI Strategy into a detailed implementation roadmap, with clear milestones and KPIs.
• Manage and coordinate AI initiatives across multiple workstreams.
• Maintain visibility of progress through reporting, dashboards, and governance reviews.
• Oversee compliance with data governance, ethics, and legal frameworks.
• Identify and drive CX improvement projects across Hospitality and Ecommerce.
• Collaborate with various teams in a hub-and-spoke model to deliver program objectives.
• Problem-solve technical and operational solutions in collaboration with engineering teams.

Skills

Exceptional program and stakeholder management capability

Strong communication, facilitation, and presentation skills

Ability to work comfortably at both strategic and operational levels

Deep understanding of AI fundamentals, digital transformation, and CX principles

Structured problem-solver with strong analytical skills

Experience with governance, ethics, and risk frameworks in technology initiatives

Education

Degree in Business, Engineering, Technology, or related field

Job description

Job Specification: Senior Program Manager – AI and CX

Location: South Africa

Contract Type: Full-time, Permanent

About Candide

Candide is a tech company based in SA and the UK providing digital services to a group of Estates globally including Babylonstoren, Candide specialises in software development & engineering, data & analytics, digital design and supporting its customers with AI transformation.

Role Description

The Senior Program Manager will have two main responsibilities: driving the execution of the group AI strategy and optimising customer experience across hospitality and ecommerce. This role ensures the strategic vision becomes reality through disciplined program management, stakeholder coordination, governance, and measurable impact delivery. You will shape the roadmap, track progress, manage risks, and support teams across all estates in adopting AI and improving customer experience.

Key Responsibilities

Program Leadership & Delivery

1. Translate the AI Strategy into a detailed implementation roadmap, with clear milestones and KPIs.
2. Manage and coordinate AI initiatives across multiple workstreams.
3. Maintain visibility of progress through reporting, dashboards, and governance reviews.
4. Governance & Risk Management - Oversee compliance with data governance, ethics, and legal frameworks (GDPR, POPIA).
5. Identify and drive CX improvement projects and initiatives across Hospitality and Ecommerce.
6. Collaborate with various teams in a hub-and-spoke model to deliver program objectives.
7. Problem-solve technical and operational solutions in collaboration with engineering teams.

Stakeholder Engagement

1. Partner with various stakeholders to identify and support business use cases.
2. Build strong working relationships across estates to ensure alignment and adoption.
3. Report regularly to leadership on performance, risks, and opportunities.
4. Lead the change management as a result of the AI transformation.

Measurement & Reporting

1. Define and track KPIs across key AI & CX projects
2. Produce quarterly and annual reports for leadership and governance committees.

Skills & Competencies

1. Exceptional program and stakeholder management capability.
2. Strong communication, facilitation, and presentation skills.
3. Ability to work comfortably at both strategic and operational levels.
4. Deep understanding of AI fundamentals, digital transformation, and CX principles.
5. Structured problem-solver with strong analytical skills.
6. Experience with governance, ethics, and risk frameworks in technology initiatives.

Experience & Qualifications

1. 4+ years in program management, digital transformation, AI, or CX leadership roles.
2. Proven experience leading complex, multi-stakeholder programs.
3. Degree in Business, Engineering, Technology, or related field.
4. Strong background in customer experience optimization.
5. Familiarity with project management tools and methods.
6. Understanding of data, analytics, and AI application in business processes.
7. Fluent in English and Afrikaans
8. Willing to travel