Digital Care Generative AI Principal

Found in: Talent UK C2 - 2 weeks ago


London, United Kingdom Vodafone Full time

Role Purpose

Vodafone Group is leading the way in putting Artificial Intelligence to use, to improve our customer experience and the efficiency of our business. A key strategic priority is to accelerate digital care through the role our chatbot, TOBi, is playing in handling customer service and sales queries. Already live in several countries, we have big plans to roll out TOBi to all our markets and increase dramatically the number of conversations TOBi is having with our customers. 

The Generative AI Principal will be responsible for innovating and enhancing experience of our chatbot TOBi, and associated touchpoints, through leveraging Generative AI and other technologies, collaborating closely with our markets and partners in Microsoft. Identifying and implementing new technologies and features to enhance Digital Care capabilities, usability, and competitiveness. Collaborating on the development of business cases for new features and experiences, aligning them with market demands and customer feedback, then working closely with the development and UX/UI teams to create optimal journeys and experiences that can be reused across different markets.

The right candidate will be excited and optimistic about what AI can achieve while acutely aware of its potential harm to end users. Capable of keeping ethics at the centre of your product development approach and leading the market in defining what good looks like.

What you’ll do


• Develop product strategy to maximise applied potential of GenAI and mitigate it’s risks. Balancing innovation with practicality, ethics and safety of GenAI. 
• Lead cross-functional team and collaborate with partners to identify and develop new technologies, features and digital journeys to enhance capabilities of Digital Care products.
• Own user journeys end to end in Digital Care, managing and influencing roadmap of integration with existing processes and systems in markets to create end-to-end user experience. 
• Ensure standards for CX for all new features are upheld, ensuring ease of standardisation of journeys and UI across markets. 

Who you are

• Strong experience in Artificial Intelligence, with understanding of Generative AI. 
• Degree in Business or Computer Science, Artificial Intelligence, Data or related field.
• Large scale global programme execution
• Data analytics, insight and decision making
• Outstanding written, verbal and presentation skills.
• Strong stakeholder management and commercial acumen skills 

What's in it for you

We want you to feel happy and fulfilled at work, without compromising the other things in life that matter to you. There are lots of ways we support this, including hybrid working and generous parental leave. You'll also get four Spirit Days a year to focus on your personal development and wellbeing, plus a host of other great benefits too.


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