Intelligence and Automation Lead

About the role

The Intelligence and Automation Lead will drive the transformation of Digital Care and Experience through AI, automation, and customer intelligence. Reporting to the Digital Care and Experience Lead, the role creates predictive, personalized, and commercially impactful customer journeys while ensuring platform resilience and scalability.

Key responsibilities

• Define and execute the Digital Care Intelligence, Automation and Experience strategy aligned with company growth and digital transformation goals.
• Design AI‑driven, omnichannel customer journeys, implement conversational AI, virtual assistants and real‑time decisioning capabilities.
• Lead innovation labs, pilots and proof‑of‑concepts to validate next‑generation experience capabilities.
• Govern AI and automation platforms, establishing risk, compliance and ethical AI frameworks.
• Identify, prioritize and deploy intelligent automation solutions to improve operational efficiency and reduce cost‑to‑serve.

Required profile

• Bachelor’s degree in IT, Computer Science, Data Science, Engineering, Business Information Systems or related field.
• Professional certifications in AI, Data Analytics, Automation, Agile or Digital Transformation are a plus.
• Proven ability to lead transformation, innovation and change in a complex, cross‑functional environment.
• Strong strategic, commercial and business acumen with excellent stakeholder management skills.

Required skills

• Artificial Intelligence (AI) and Machine Learning (ML)
• Intelligent Automation and Robotic Process Automation (RPA)
• Conversational AI and virtual assistants
• Customer analytics, predictive modelling and propensity scoring
• Experience with CRM systems, customer experience platforms and digital engagement channels
• Data visualization tools and advanced analytics techniques