Drive enterprise-wide service optimisation through Artificial Intelligence, automation, quality assurance, and capability uplift.
Design, deployment and continuous optimisation of AI agents across multiple brands.
Improve customer deflection and resolution rates.
Leverage AI analytics and machine learning insights to improve performance.
Implement a continuous improvement cycle delivering measurable customer and operational outcomes.
Translate customer, operational, and AI performance data into measurable improvement initiatives.
Design and roll out a quality assurance framework across AI and human-assisted interactions.
Define and document the QA vision, QA model, scoring methodology, and governance approach.
Develop a learning and development strategy aligned to service and tech evolution.
Create and maintain structure L&D plans to uplift AI literacy and service quality.

Proven experience leading continuous improvement or AI-enabled service transformation
Strong capability in analytics, insight generation and performance optimisation
Experience working cross-functionally from concept through to implementation
Understanding of AI agents, conversational AI, automation and deflection strategies
Exposure to QA frameworks, learning & development models or coaching environments (desirable)
Experience in contact centres, digital service or customer experience transformation (desirable)

Senior Manager – Continuous Improvement

Key skills