AI, Customer Service & Digital Transformation
Location: Reading or Dublin (Remote with ad-hoc travel)
Duration: Initial 9 Month Contract
Day Rate: Inside IR35 if UK Based
We're looking for an experienced Home Delivery AI Chatbot Programme Lead to lead the implementation and launch of a new AI-powered virtual assistant and self-service capability for Primark's growing Home Delivery proposition.
This is a high-profile role at the intersection of Customer Service, Digital, Technology, AI, and Customer Experience
, responsible for bringing a customer-facing AI chatbot from concept through to live operation. We're seeking someone who has successfully launched AI chatbots, virtual assistants, or digital self-service solutions and can drive delivery in partnership with external technology providers.
- Lead the end-to-end delivery of an AI chatbot and virtual assistant solution for Home Delivery customers.
- Shape the product roadmap and future vision for customer self-service and automation capabilities.
- Work closely with external technology partners to design, build, test, launch, and optimise the solution.
- Define customer journeys, requirements, business outcomes, and success metrics.
- Coordinate stakeholders across Customer Service, Product, Digital, Technology, Legal, Data, Operations, and Delivery teams
. - Establish governance, reporting, RAID management, and programme controls.
- Lead testing, launch readiness, operational readiness, and hypercare activities.
- Define KPIs and performance measures, driving continuous improvement following launch.
- Create a scalable framework that can support future capability expansion and rollout into additional markets.
- Proven experience launching AI chatbots, virtual assistants, conversational AI solutions, or digital self-service platforms
. - Strong programme or project management experience delivering technology-enabled customer transformation initiatives.
- Experience working with third-party technology partners, systems integrators, or product vendors.
- Strong understanding of customer journeys, customer service operations, and digital customer experience.
- Ability to translate business requirements into practical technology solutions and delivery plans.
- Experience defining roadmaps, KPIs, benefits realisation, and operational success measures.
- Excellent stakeholder management skills and confidence working across multiple business functions.
- Strong communication, influencing, and problem-solving capabilities.
- Salesforce Service Cloud, Agentforce, or similar customer service AI platforms.
- Retail, eCommerce, home delivery, or customer contact centre environments.
This is an exciting opportunity to play a pivotal role in shaping the future of customer service through AI, delivering a strategic capability that will improve customer experience while supporting Primark's broader Home Delivery growth ambitions.
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