Head of AI & Customer Experience (CX)

Overview

We are partnering with a global enterprise undergoing a significant digital and AI transformation. The organisation is investing heavily in building advanced AI capabilities to enhance customer engagement, drive commercial outcomes, and modernise digital experiences across multiple markets. This is a newly created leadership role responsible for defining and scaling AI-driven customer experience capabilities globally. The role sits within a central Data & Analytics function and works closely with senior leaders across commercial, digital, and technology teams.

Role Summary

The Head of AI & Customer Experience will lead the strategy, development, and deployment of AI solutions that directly impact customer-facing functions such as sales, marketing, service, and digital commerce. This individual will build and lead a high-performing team, establish best practices, and ensure AI initiatives deliver measurable business value at scale.

Key Responsibilities

Strategy & Leadership

• Define and drive the global AI strategy for customer experience
• Establish and lead an AI Centre of Excellence (CoE)
• Align AI initiatives with business priorities and commercial goals
• Act as a trusted advisor to senior stakeholders across business and technology

AI Product & Delivery

• Own the roadmap for AI-driven customer solutions, including:Personalisation and recommendation enginesGenerative AI and conversational interfacesCustomer analytics and insight platforms
• Lead cross-functional teams to design, build, and deploy AI products
• Ensure solutions are scalable, secure, and aligned with enterprise standards

Data & Technology

• Oversee the integration of AI solutions with enterprise data platforms
• Drive best practices in model lifecycle management and MLOps
• Ensure responsible and ethical use of AI technologies

Stakeholder & Ecosystem Management

• Partner with global business leaders across regions and functions
• Manage relationships with external vendors, partners, and technology providers
• Influence decision-making at senior leadership level

Team & Capability Building

• Build and lead a team of AI, data, and product professionals
• Foster a culture of innovation, experimentation, and continuous improvement
• Develop internal capabilities and promote knowledge sharing across the organisation

Experience

• Proven experience leading AI, data, or digital product teams in large, complex organisations
• Demonstrated track record of delivering AI solutions that drive business impact
• Experience building and scaling AI capabilities or platforms
• Strong background in customer-facing use cases such as personalisation, marketing, or digital experience
• Experience working in global or multi-regional environments

Technical & Functional Skills

• Strong understanding of modern AI technologies, including generative AI and machine learning
• Experience with cloud-based data and AI platforms
• Familiarity with product development methodologies and agile delivery
• Knowledge of data platforms, analytics, and AI deployment practices