Key Responsibilities

• Drive AI, automation, chatbot, and digital platform enhancement initiatives to improve customer experience and operational efficiency.
• Identify customer pain points and process improvement opportunities, translating business needs into practical digital solutions.
• Partner with Operations, Business, Technology, and external vendors to deliver transformation projects from requirements gathering through implementation.
• Monitor chatbot and digital platform performance, recommending enhancements to improve accuracy, adoption, and user experience.
• Analyze customer, operational, and digital usage data to generate actionable insights and support continuous improvement.

Requirements

• 5+ years of experience in Digital Transformation, Business Analysis, Customer Experience, Product Management, or related disciplines.
• Proven experience with AI/chatbot solutions, digital platforms, automation, or customer-facing technologies.
• Strong analytical skills with the ability to interpret data and translate insights into business improvements.
• Excellent stakeholder management and communication skills, with experience collaborating across business and technology teams.
• Experience within Insurance, Banking, Financial Services, or other digital-first environments, with knowledge of Agile delivery methodologies is advantageous.

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV to alice.tong@hays.com, or call us now.

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.