Program Lead - Technology - FTC
Core
Lead hands-on delivery of the Servicing AI programme to re-imagine customer and adviser service through digital-first experiences, AI-augmented front office, and zero-touch automation.
Role type
Senior Delivery Lead (Program Lead)
Builds
AI-augmented front office, zero-touch automation, digital self-serve channels, and operational process improvements.
Domain
Financial Services (Life & Pensions/Insurance) + AI & Digital Transformation
Deliverable
production ML models | product features | infrastructure
Required skills
End-to-end program delivery leadership, Agile/hybrid delivery management, regulated environment governance, stakeholder management, vendor/partner management, risk and control management, digital and AI fluency, CRM and contact centre technology knowledge.
Preferred skills
Financial services domain expertise (Life & Pensions/Insurance), experience with Salesforce, insourcing and capability build.
Technologies
Salesforce, AI/automation platforms, contact/voice technology, data platforms.
Responsibilities
Own end-to-end delivery execution from planning through stabilisation; translate strategy into sequenced delivery increments; lead multi-disciplinary teams and delivery partners; embed AI and automation into contact channels and processes; manage risks and compliance within a regulated environment.
Seniority
Senior, hands-on IC
