Senior Manager – Conversational Banking Transformation (AI)

TL;DR

Senior Manager – Conversational Banking Transformation (AI): Leading the evolution of conversational banking into a market-leading, AI-enabled capability with an accent on customer experience, operational efficiency, and intelligent automation. Focus on setting strategic direction, managing high-impact change portfolios, and driving digital transformation across large-scale customer-facing platforms.

Location: Must be based in the UK with a hybrid work pattern requiring at least 40% of time in one of the specified office locations (Leeds, Birmingham, Chester, Edinburgh, Glasgow, Halifax, or Manchester).

Salary: £78,098 – £91,880

Company

A leading UK financial services group investing in people, data, and technology to transform customer service and banking operations.

What you will do

• Lead the evolution of conversational banking into an AI-enabled capability supporting millions of customers.
• Own a high-impact change portfolio to enhance customer journeys and advisor efficiency.
• Set strategic direction and translate ambition into tangible delivery across platforms and operations.
• Collaborate with product teams, external partners, and offshore operations to accelerate the AI roadmap.
• Ensure change is delivered safely, sustainably, and with clear commercial impact.
• Influence senior stakeholders to build alignment across the organization.

Requirements

• 5+ years of experience leading large-scale transformation or change portfolios in customer service or digital channels.
• 3+ years of experience improving customer journeys and embedding automation or digital capabilities.
• Proven track record of implementing complex change in large, customer-facing environments, including offshore models.
• Strong strategic leadership experience in defining roadmaps and delivering business outcomes.
• Advanced stakeholder engagement and communication skills.
• Must be eligible to work in the UK.

Nice to have

• Experience delivering AI, automation, or conversational banking/chat/messaging platforms.
• Background in channel management, digital servicing, or contact centre transformation.

Culture & Benefits

• Generous pension contribution of up to 15%.
• Annual performance-related bonus and share schemes.
• 30 days of holiday plus bank holidays.
• Flexible benefits tailored to lifestyle, including discounted shopping.
• Commitment to diversity, equity, and inclusion with reasonable adjustments provided during recruitment.