Team Leader, Conversational AI, Strategy & Enablement, Direct, Retail

Team Leader - Conversational AI, Strategy & Enablement, Direct - Retail, Dublin/Naas

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Date: 22 Apr 2024

Location: Dublin/Naas, IE, IE

Company: Allied Irish Bank

Role: Team Leader – Conversational AI, Strategy & Enablement, Direct – Retail

Location: Central Park, Leopardstown or Time House, Naas (Hybrid)

This role is being offered on a permanent, full-time basis.

Do you want to be part of an existing transformation programme within AIB’s Sales & Service Contact centre?

About the Role:

As the team leader, you will be responsible for overseeing the design and development of conversational AI solutions, managing a team of talented designers, and driving the successful execution of projects. You will collaborate closely with cross-functional teams, including software engineers, data scientists, and product managers, to deliver high-quality conversational AI experiences that meet client objectives.

In this role, you will analyse and streamline communication workflows within the contact centre. You will liaise with various teams to understand communication requirements, spot areas for improvement, and provide strategic advice. Your expertise in contact centre operations and a basic understanding of Conversational AI will be vital in guiding the transformation of our contact centre into a superior, sustainable communication solution.

Key Responsibilities Include:

• Lead and manage a team of Conversational AI Designers, providing guidance, mentorship, and support to foster their professional growth.
• Oversee the end-to-end design process, ensuring the delivery of user-centered and engaging conversational AI experiences.
• Collaborate with cross-functional teams to define project requirements, goals, and timelines, and allocate resources effectively.
• Drive the creation of conversational design strategies, including conversational flows, dialogue scripts, and user personas.
• Conduct user research to gain insights into user needs, behaviours, and pain points, and incorporate findings into the design process.
• Stay up to date with the latest trends and advancements in conversational AI technologies, and provide thought leadership to the team.
• Foster a culture of collaboration, innovation, and continuous improvement within the Conversational AI Design team.
• Monitor project progress, identify potential risks or issues, and implement strategies to mitigate them.
• Ensure the effective utilization of design tools, software, and resources to optimize the design process.

What you will bring:

• Extensive experience as a contact centre operative, preferably with a focus on contact centre operations.
• Strong understanding of contact centre technologies, including speech analytics tools, IVR systems, and reporting tools.
• Proven experience in designing and developing conversational AI applications, with a strong portfolio showcasing successful projects.
• Previous experience in a leadership or management role, with the ability to inspire and motivate a team.
• Expertise in conversational design principles, including conversational flows, dialogue scripting, and user persona development.
• Strong understanding of natural language processing (NLP) techniques and their application in conversational AI systems.
• Proficiency in design tools and software commonly used in conversational AI design.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and clients.
• Strong problem-solving and analytical thinking abilities, with a keen eye for detail.
• Ability to work in a fast-paced, dynamic environment and manage multiple projects simultaneously.

Life at AIB

At AIB, we have a clear purpose - Empowering people to build a sustainable future. We want to be at the heart of our customers’ financial lives by giving them an exceptional experience. That goes for our employees too. We are building a culture that breaks the conventions of what our customer and employees expect of a bank.

We are committed to offering our colleagues choice and flexibility in how we work and live. Our hybrid working model enables our people to balance their time between working from home and their designated office, subject to their role, the needs of our customers and business requirements. More details on our hybrid working arrangements and expected office attendance for your role will be provided to you during the recruitment process.

AIB is an equal opportunities employer, and we pride ourselves on being the first bank in Ireland to receive the Investors in Diversity Gold Standard accreditation from the Irish Centre for Diversity. We celebrate diversity and believe in a culture of inclusion where all our employees can succeed. We welcome applications from people of diverse backgrounds and abilities. We are committed to providing reasonable accommodations for applicants and employees. Should you have a reasonable accommodation request please email the Talent Acquisition team at careers@aib.ie.

If you feel you have what it takes, click apply and fill in the online application form. If you would like more information please contact the Talent Acquisition Team at careers@aib.ie

By when? Closing date is Monday 6th May 2024

Disclaimer:

Unsolicited CV’s sent to AIB by Recruitment Agencies will not be accepted for this position. AIB operates a direct sourcing model and where agency assistance is required, the Talent Acquisition team will engage directly with our recruitment partners.

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