Head of AI Enabled Strategy & Operating Model (AI)

TL;DR

Head of AI Enabled Strategy & Operating Model (AI): Defining and implementing the future AI-native operating model for Consumer Sales and Service with an accent on AI-driven customer engagement, agent-based capabilities, and workforce evolution. Focus on translating strategic priorities into deliverable investment plans, designing human-AI collaboration models, and ensuring the retention of core intelligence within the organization.

Location: UK Wide (multiple office locations available)

Company

hirify.global is a leading telecommunications provider in the UK, encompassing brands like BT, EE, and Plusnet.

What you will do

• Own the strategic direction for Sales & Service to drive customer value and operational efficiency via an AI-enabled operating model.
• Design and implement AI-native and agent-based models for managing customer demand across journeys, channels, and service environments.
• Lead end-to-end delivery of AI-led transformation, converting strategies into implemented business change and operational adoption.
• Establish value frameworks and success measures to connect business strategy and investment decisions with financial outcomes.
• Define governance, principles, and standards for developing and scaling AI capabilities to maximize reuse across the organization.
• Lead cross-functional teams across business, product, and technology functions to implement the future Sales & Service operating model.

Requirements

• Proven ability to define and deliver customer, sales, or service strategies that drive measurable outcomes in large, complex organizations.
• Direct experience designing and implementing AI-native or agent-based operating models in large-scale environments.
• Hands-on experience delivering AI-led transformation from initial strategy through to adoption and benefit realization.
• Strong understanding of customer journeys, cost-to-serve, conversion, and retention metrics.
• Expertise in business architecture and service design, creating scalable solutions and value frameworks.
• Experience in senior stakeholder leadership and accountability at the Director and Executive levels.

Nice to have

• Experience delivering broad AI, digital, or data-led transformation programs.
• Deep understanding of emerging agentic models and the interaction between humans, AI assistants, and autonomous agents.
• Experience in workforce and organizational transformation strategies to support AI-enabled change.
• Background operating within large-scale, customer-facing service environments.
• Experience in strategic investment and portfolio governance frameworks.

Culture & Benefits

• Company car scheme or cash alternative.
• 15% on-target annual bonus.
• Comprehensive private healthcare for employee and family, including 24/7 online GP access.
• Market-leading paid carers leave (up to 2 weeks) and equalized parental leave (18 weeks full pay, 8 weeks half pay).
• Discounted EE and BT products, including mobile and broadband.
• Strong pension scheme with 10% company contribution and 5% employee contribution.