Location: Gaydon / Hybrid
Rate: £35.80ph via an Umbrella Company (Inside IR35) or £26.68ph on a PAYE basis
Employment Type: Contract (Currently financed until 28th July 2027 – Maternity Cover)
Hours: Standard 40 Hours Per Week
Role Overview
This role is responsible for leading the global strategy, delivery and continuous improvement of our client’s Conversational Channels, shaping effortless, modern luxury digital conversational experiences.
The role spans technology, people and process, driving innovation across channels (including generative and agentic AI), building scalable global capabilities, and embedding a culture of curiosity, learning and continuous improvement.
Key Accountabilities & Responsibilities
Strategy & Vision
- Own and lead the global vision, strategy and capability roadmap for Conversational Channels.
- Define future-state Conversational Channel capabilities, including generative and agentic AI use cases.
- Position the company amongst the world’s leading luxury brands for digital conversational experiences.
Delivery & Execution
- Lead global development, launch and optimisation of chat, WhatsApp, and other messaging and AI-enabled experiences.
- Lead Conversational innovation across generative and agentic AI, transitioning from assisted service to autonomous, brand‑safe and value‑generating client and agent experiences.
- Create and maintain the global Conversational delivery roadmap and integrated backlog.
- Ensure delivery governance, prioritisation and risk management.
- Provide day-to-day leadership and direction to strategic technology and delivery partners, ensuring outcomes align to company standards, brand expectations and delivery commitments
People & Ways of Working
- Lead and inspire x1 direct report and a development team (x6 FTE)
- Work in collaboration with global and market cross-functional teams
Data, Insight & Performance
- Own global Conversational reporting requirements and the development and enablement of performance frameworks.
- Enable data-led continuous improvement across markets.
Culture, Inclusion & Advocacy
- Champion inclusive and accessible customer experiences.
- Contribute to CX communities, knowledge sharing and cultural initiatives.
Skills & Experience
- Experience in global digital product ownership or transformation roles.
- Strong understanding of conversational platforms and AI-enabled CX.
- Proven ability to deliver complex, multi-market initiatives.
Personal Attributes
- Client-obsessed and outcome focused.
- Strategic thinker with hands-on delivery capability.
- Strong advocate for inclusion and ethical AI.
**THIS POSITION IS CONFIRMED INSIDE IR35**
=================================================================
Do not miss out on your chance of interview – APPLY NOW!
Our Clients are unable to provide sponsorship for Visas; therefore, only candidates eligible to work in the UK need apply!
CS Technical Staffing Limited operates as an Employment Business and Employment Agency.
We are an independent highly-experienced recruitment consultancy dedicated to specialist markets within the Automotive, Aerospace, Agricultural & Construction Industries.
No terminology within this advert is intended to unlawfully discriminate on the grounds of age, sex, race or disability and we welcome all applications
Salary description
£26.68 - £35.80 per hour