Senior conversational initiative owner

Job Summary

As a Senior Conversational Initiative Owner, you are accountable for end‐to‐end delivery of conversational initiatives, from initial demand shaping and use case definition through to production deployment and ongoing optimisation. You act as the single point of ownership for each initiative, ensuring outcomes are clearly defined, prioritised, and delivered into stable, production‐ready customer and operational outcomes. Operating at the centre of delivery, you orchestrate cross‐functional teams across design, engineering, operations, and vendors to deliver integrated, scalable solutions. You are responsible for aligning customer experience, operational outcomes, and technical delivery, while owning vendor engagement, commercial performance, and delivery accountability. This is an individual contributor role, leading through influence and orchestration rather than direct people management. This role works closely with adjacent capabilities, including workflow automation and AI‐driven solutions, to align dependencies and ensure cohesive end‐to‐end outcomes. This role is critical to improving customer experience and managing contact demand through scalable, automated interactions, ensuring each initiative delivers measurable value and sustained operational impact.

Key Responsibilities

• Own end‐to‐end delivery of conversational initiatives, from demand shaping through to stable BAU outcomes.
• Define initiative scope, delivery approach, and execution plan across cross‐functional teams.
• Orchestrate delivery across conversational design, engineering, operations, and business stakeholders.
• Lead vendor engagement, including evaluation, onboarding, commercial management, and delivery accountability.
• Deliver use cases across platforms, enterprise systems, and workflows, ensuring outcomes are measurable and adopted.
• Drive initiatives to stable production, ensuring outcomes are embedded and delivering sustained value.
• Manage dependencies, risks, and delivery milestones, driving issues through to resolution.
• Align customer experience, operational outcomes, and technical delivery to ensure cohesive outcomes.
• Establish repeatable delivery, integration, and orchestration patterns across initiatives.
• Validate end‐to‐end experience outcomes, including routing, resolution, and workflow effectiveness.
• Define cutover and release readiness, ensuring smooth transition into BAU ownership.

Key Stakeholders

• Conversational and Agentic AI Principals
• Conversational Design Lead and Designers
• Technical Product Owner and Engineering teams
• Enterprise Architecture / D&A teams
• Business and Channel SME stakeholders and domain leads
• Platform / CCaaS and routing leads
• External platform and technology vendors
• Operations and Change teams

Key Skills & Technical Expertise

• Strong delivery leadership across complex, cross‐functional initiatives.
• Proven ability to own and drive end‐to‐end delivery from concept through to BAU outcomes.
• Ability to orchestrate across business, design, technical, and vendor teams.
• Comfortable operating with high autonomy and accountability, managing multiple initiatives in parallel.
• Conversational & Platform Understanding.
• Experience delivering conversational solutions across voice and messaging channels, including intent definition, dialogue flows, and end‐to‐end interaction design.
• Understanding of conversational AI concepts such as NLU/NLP, prompt design, context handling, confidence thresholds, and escalation logic.
• Experience working with contact centre and conversational platforms such as Amazon Connect, NICE, Genesys, or similar CCaaS environments.
• Familiarity with voice routing, IVR/conversational flows, and integration into downstream systems (e.g. CRM, workflow and automation tools).
• Demonstrated experience delivering solutions into production environments, not just pilots or proofs of concept.
• Strong vendor and commercial management capability.
• Experience managing third‐party delivery, performance, and accountability.
• Strong understanding of customer experience, operational performance, and service processes.
• Ability to translate business demand into structured, deliverable use cases.
• Experience driving measurable outcomes such as containment, resolution, or efficiency improvements.
• Experience working in agile delivery environments.
• Strong planning, tracking, and coordination capability (e.g. Jira, Confluence).
• Ability to manage ambiguity and drive clarity across complex stakeholder groups.

Qualifications

• Delivery & Leadership: Strong delivery leadership across complex, cross‐functional initiatives.
• Commercial & Vendor Management: Strong vendor and commercial management capability.
• Operational & Outcome Focus: Strong understanding of customer experience, operational performance, and service processes.
• Ways of Working: Experience working in agile delivery environments; strong planning, tracking, and coordination capability; ability to manage ambiguity and drive clarity across stakeholder groups.