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Senior Manager Conversational AI
Full-time
The role
The Senior Manager, Conversational AI will lead the newly established Conversational AI team, driving the strategy, development, and implementation of cutting-edge Customer / Third Party facing Agentic AI solutions across Auto & General.
This role is pivotal in transforming Customer / Third Party experiences, ensuring compliance, and delivering significant operational efficiencies through intelligent automation.
The Senior Manager will provide strategic leadership, manage team performance, and ensure alignment with broader business objectives and our unified communications (Genesys Cloud) strategy.
What You’ll Be Doing
Contribute towards leading the Conversational AI strategy aligned with A&G's customer experience vision and business objectives.
Build, mentor, and lead a high-performing team of Conversational AI Designers and Technical Specialists, fostering a culture of innovation, collaboration, and continuous improvement.
Oversee the end-to-end lifecycle of specific Conversational AI solutions, from ideation and design through to development, deployment, optimisation, and ongoing maintenance within our Unified Communications Genesys Cloud environment.
Act as the key point of contact for key stakeholders across Sales & Service, Claims & Assessing, IT, Data & Analytics, and Compliance, ensuring clear communication and alignment.
Contribute towards establishing and uphold robust governance frameworks, risk management practices, and ethical AI guidelines for all Conversational AI initiatives, ensuring compliance with internal and external regulations and requirements.
Define and track key performance indicators (KPIs) for specific Conversational AI solutions, driving continuous optimisation based on data-driven insights and user feedback.
Stay abreast of emerging Conversational AI technologies, trends, and best practices, evaluating and advocating for their strategic adoption within A&G.
Identify and report potential risks or inadequate controls related to compliance or operational risks
Champion a culture of risk and compliance across the division
Maintain awareness, understanding and compliance with Company policies and procedures, including the on-time completion of mandatory training
Additional tasks as reasonably required.
What experience you’ll bring
Proven experience in a leadership role, managing technical or product teams, ideally within Conversational AI & Genesys Cloud environments.
Demonstrated experience in developing and executing AI/automation strategies within a complex enterprise environment.
Strong track record of delivering impactful customer-facing AI solutions.
Experience in the insurance or financial services industry is highly regarded.
Technical Acumen
Solid understanding of Conversational AI technologies, including NLU, NLP, dialogue management, voice AI, and machine learning principles.
Familiarity with platforms like Genesys Cloud, Google Cloud Platform AI services, or similar enterprise-grade conversational AI tools.
Leadership & Management:
Exceptional leadership, team-building, and people management skills.
Strong strategic thinking and problem-solving abilities.
Excellent communication, presentation, and influencing skills, capable of engaging with both technical and non-technical audiences, up to executive level.
About Us
Auto & General (A&G) is the fastest-growing major Motor and Home insurer in Australia, providing insurance products and solutions to safeguard a brighter future for our customers and community.
Our range of general insurance products including Car, Motorcycle, Home, Contents Pet and Travel products are delivered through our multi-award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas, and Coles Insurance.
We’re excited about the future and we’re always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australia’s best insurer! If this sounds like you, apply today.
