Intelligence and Automation Lead

What we’re looking for;In keeping with our current business needs, we are looking for a person who meets the criteria indicated belowReporting to the Digital Care and Experience Lead, the role purpose is as highlighted below;The Intelligence and Automation Lead drives the transformation of Digital Care and Experience through AI, automation, and customer intelligence, creating predictive, personalized, and commercially impactful customer journeys. The role leverages advanced analytics, conversational AI, and intelligent automation to enhance customer loyalty, accelerate digital adoption, improve operational efficiency, and maximize customer lifetime value.As the custodian of intelligent care ecosystems, the role governs AI and automation platforms to ensure resilience, scalability, risk management, and continuous optimization. It leads the adoption of autonomous and self-healing customer journeys while embedding customer and commercial intelligence to strengthen retention, unlock growth opportunities, reduce cost-to-serve, and position the organization at the forefront of the AI-driven customer experience economy.Key accountabilities and decision ownership:Strategic Intelligence, Innovation & Transformation• Define and execute the Digital Care Intelligence, Automation and Experience strategy aligned to company-wide growth, customer, and digital transformation ambitions.• Lead the evolution of Digital Care into an AI-powered, predictive, and commercially driven customer engagement ecosystem.• Develop and govern the Intelligence and Automation roadmap, ensuring prioritization of initiatives that deliver measurable business value and competitive advantage.• Evaluate emerging AI, automation, analytics, and experience technologies, accelerating the adoption of innovations that transform customer and business outcomes.• Lead innovation labs, pilots, and proof-of-concepts to validate and scale next-generation customer experience capabilities.• Lead the strategic adoption and scaling of...