Executive Manager - AI Science, Digital & Channels
Core
Lead cross-channel AI strategy and technical roadmap for conversational AI, real-time agent assist, and intelligent servicing across digital, contact centre, and branch channels to improve customer journeys and frontline service.
Role type
Senior IC AI Science Executive Manager (Strategy & Hands-on Leadership)
Builds
Intelligent servicing solutions (conversational AI, agent assist, customer-context integration) for Westpac's digital, contact centre, and branch channels.
Domain
Financial Services / Applied AI / Conversational AI
Deliverable
production ML models
Required skills
Data science and applied AI leadership, LLMs, retrieval, agent orchestration, evaluation methods, Responsible AI, production controls, team building, executive influence, cross-channel integration
Preferred skills
Experience in highly regulated financial services, digital servicing, contact centre (CCaaS), or branch operations
Technologies
LLMs, retrieval, agent orchestration
Responsibilities
Own cross-channel AI strategy and technical roadmap; Partner with business and technology leaders to frame and prioritize use cases; Lead technical direction for conversational AI and agent assist; Ensure end-to-end solution quality from evaluation to retirement; Embed Responsible AI and risk policies; Lead transition of AI capabilities to production; Build and lead a team of AI professionals.
Seniority
Senior, hands-on IC with executive leadership