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Senior Customer Analytics & AI Transformation Manager
Full-time
Hunter Bond is partnering with an ambitious, customer-focused organisation investing heavily in AI, automation, customer analytics, and digital transformation across its customer operations function. This is an opportunity to play a key role in transforming a large-scale contact centre environment through Conversational AI, chatbots, speech analytics, sentiment analysis, customer insight, and intelligent automation.
The role
Working across Customer Operations, Technology, Product, and Data teams, you'll help shape and deliver an AI-first customer experience strategy, driving improvements in customer journeys, self-service adoption, operational efficiency, and customer satisfaction.
Lead AI and digital transformation initiatives across customer operations.
Drive adoption of Conversational AI, chatbots, automation, and self-service solutions.
Deliver customer analytics, Voice of Customer, sentiment analysis, and behavioural insight.
Identify pain points, contact drivers, and journey friction through data and analytics.
Optimise chatbot performance, containment, and digital customer journeys.
Partner with Technology, Product, Data, and Operations teams to deliver measurable outcomes.
About you
Backgrounds of interest include AI transformation, digital transformation, customer analytics, contact centre transformation, conversational AI, chatbot strategy, speech analytics, and Voice of Customer. Experience with conversational AI platforms, chatbots, speech analytics tools, Power BI, Tableau, SQL, Salesforce, Zendesk, NICE, or Verint would be highly beneficial.
