Colleague Experience & Innovation Senior Manager (AI)

Location: Hybrid, with at least two days per week or 40% of working time at an office in Leeds, Bristol or Halifax, UK.

Salary: £78,098–£91,880 per year.

Company

hirify.global is transforming its banking and finance business through investment in technology, workplaces and colleague experience.

What you will do

• Lead end-to-end service and operating model design, connecting colleague needs with processes, business architecture, data and technology.
• Lead journey and experience design using human-centred design, systems thinking, journey maps and service blueprints.
• Shape agentic service design and AI transformation, including human-AI interactions, agent roles, decision boundaries, escalation paths and governance.
• Connect data, knowledge and technology architecture to support intelligent automation and AI-enabled services.
• Lead complex service-design and transformation activity across Product, Policy, Proposition, Platform, Technology, Data, Operations and Change teams.
• Build service-design capability by coaching colleagues in modern design practices, systems thinking, service modelling and enterprise-modelling tools.

Requirements

• Strong experience leading human-centred design across complex end-to-end services and journeys, operating models and business architectures.
• Experience using systems thinking to understand relationships between people, processes, technology, data and policy and turn complex problems into practical improvements.
• Strong experience designing and optimising end-to-end colleague or customer experiences, identifying bottlenecks and opportunities, and translating user needs into service, process, data and technology requirements.
• Experience exploring and applying AI and agentic capabilities to services, including human-AI interactions, decision boundaries, escalation, data, knowledge and governance.
• Strong facilitation and influencing skills, including engaging senior leaders, challenging constructively and building alignment across multidisciplinary teams.
• Experience leading complex design and transformation activity and connecting strategic direction with practical delivery and measurable colleague and business outcomes.
• Experience developing capability in others, coaching teams in modern design approaches, systems thinking and service-modelling techniques, and supporting continuous learning and experimentation.

Nice to have

• Experience linking opportunities to emerging technologies and new approaches to reimagine services and turn innovative ideas into practical solutions.
• Experience bringing together data, knowledge, performance insight and feedback to inform decisions and continuously improve services.
• Hands-on experience with service-design, journey-mapping or enterprise-modelling platforms such as ARIS, Figma or Rainbird, including supporting others in using these tools.

Culture & Benefits

• Commitment to diversity, equity and inclusion, with an environment focused on learning and development.
• Reasonable workplace adjustments are available for disabilities, long-term health conditions and neurodivergent conditions, including flexibility in office attendance, location and working patterns.
• Up to 15% employer pension contribution and an annual performance-related bonus.
• Share schemes, including free shares, and lifestyle benefits such as discounted shopping.
• 30 days' holiday plus bank holidays, wellbeing initiatives and generous parental leave policies.