Senior Director, AI & Service Enablement

TL;DR

Senior Director, AI & Service Enablement (AI, Automation, Internal Products): Define and lead AI-enabled service delivery, internal tooling, and product enablement capabilities that simplify execution and improve client readiness, with an accent on product strategy, adoption, and operational transformation. Focus on directing technical and program teams, building scalable workflows, translating user pain points into roadmaps, and influencing senior stakeholders across a global payments organization.

Location: London, United Kingdom; hybrid work with at least 3 days per week in the office.

Company

Global payments technology company facilitating transactions among consumers, merchants, financial institutions, and governments across more than 200 countries and territories.

What you will do

• Set the product and operating strategy for AI-enabled service delivery, internal tooling, and product enablement.
• Direct a technical product team building and iterating on AI-powered tools, automation, workflows, and internal platforms.
• Own roadmaps, success metrics, user feedback loops, prioritization, and adoption of internal products.
• Lead program managers responsible for go-to-market execution, product launches, client readiness, and cross-functional delivery.
• Coordinate Product, Customer Service, Engineering, and other stakeholders across multiple concurrent initiatives.
• Represent team strategy and impact to senior and executive leadership while leading organizational change.

Requirements

• Progressive leadership experience in fintech and the payments industry.
• Proven people management experience leading teams through change and transformation.
• Experience with product-oriented technology initiatives, including tool development, roadmap management, user adoption, and operational transformation.
• Program management, product operations, or enablement experience involving product launches, client readiness, or internal platforms.
• Ability to translate user pain points into requirements, prioritized backlogs, and measurable outcomes.
• Technical or product fluency, including experience directing technical teams and working with AI, automation, workflow, or internal platform products.

Culture & Benefits

• High-impact leadership role with executive visibility and significant autonomy.
• Opportunity to influence how AI is embedded into operations at global scale.
• Work across a motivated technical team and an enablement program team.
• Focus on user-centered internal products, continuous improvement, and scalable ways of working.
• Office attendance is required at least three days per week, with exact expectations confirmed by the Hiring Manager.