Customer Engagement AI Capability Lead in London

Location: London, United Kingdom – Hybrid (2 days per week in the office)

ABOUT US

At TTC, we are Enriching lives by connecting people and places.

For over 100 years, we've been bringing the world closer together by crafting journeys that create lasting memories, lifelong friendships and meaningful cultural connections. Across more than 70 countries and our award-winning brands, we design and deliver travel experiences that go beyond sightseeing – they change perspectives.

Behind every unforgettable journey is a passionate team making it happen. That's where you come in.

Our values shape every hire we make and every team we build:

• Act with Integrity – we do what's right
• Explore Beyond Boundaries – we're driven by curiosity
• Own the Outcome – we take responsibility for our decisions
• Succeed Together – we've got each other's backs

Are you passionate about the potential of Artificial Intelligence to transform customer experiences?

We are looking for a Customer Engagement AI Capability Lead to help shape the future of AI-powered customer engagement across TTC's global brands.

This is a strategic and hands‑on role, combining AI capability development with technical delivery across chat, voice and digital channels.

Working closely with our Tech Director – Contact Centre Systems, you will define our AI capability roadmap and lead the design, implementation and optimisation of solutions integrated with Genesys Cloud, Salesforce and third‑party AI technologies .

Your work will directly influence how we engage with our guests, empower our contact centre teams and deliver exceptional service experiences

AI Strategy & Capability Development

• Define and maintain the roadmap for AI-enabled customer engagement across chat, voice and digital channels.
• Identify opportunities to leverage generative AI, conversational intelligence and predictive engagement.
• Translate business needs into practical AI initiatives that deliver measurable value.
• Evaluate emerging technologies and collaborate with internal and external AI experts.

Solution Design & Implementation

• Lead the design, configuration and deployment of AI capabilities across Genesys Cloud, Salesforce and third‑party platforms.
• Work with technology teams and external partners to deliver secure, stable and scalable integrations.
• Support hands‑on testing, data validation and performance optimisation.
• Develop AI solutions that enhance customer journeys, personalisation and agent productivity.

Performance Measurement & Continuous Improvement

• Define and monitor KPIs covering customer satisfaction, sentiment, containment, conversion and agent experience.
• Analyse AI performance across channels and brands to identify improvement opportunities.
• Translate data insights into actionable recommendations for business and technology stakeholders.

Change Management & Adoption

• Champion the adoption of AI-powered tools and workflows across TTC's brands.
• Partner with contact centre teams to establish effective operational processes and quality controls.
• Develop training and communication materials to support successful adoption.
• Promote responsible AI practices, including data privacy, compliance and governance.

Stakeholder Engagement

• Build strong relationships across technology, business and operational teams.
• Act as a trusted advisor and subject matter expert for AI-enabled customer engagement.
• Collaborate with international stakeholders and external technology partners.
• Communicate progress, opportunities and challenges clearly to technical and non-technical audiences.

YOUR EXPERIENCE & EXPERTISE

• Hands‑on experience working with AI, data or customer engagement technologies in a large or complex organisation.
• Practical experience designing or implementing conversational AI, predictive engagement or agent assist solutions .
• Strong understanding of customer engagement platforms such as Genesys Cloud, Salesforce or equivalent technologies .
• Experience implementing AI capabilities within contact centre or customer service environments.
• Ability to evaluate AI performance, interpret data and translate insights into business improvements.
• Experience defining and embedding operational processes to support new technologies.
• Excellent stakeholder management, communication and collaboration skills.
• Ability to work independently and manage competing priorities across multiple teams and regions.
• Understanding of responsible AI, data privacy, compliance and ethical considerations.
• Knowledge of TTC's brands, products and guest experience would be an advantage.

KEY INDIVIDUAL TRAITS

• Attention to Detail – Ensures accuracy, quality and completeness while following established procedures.
• Collaborative Mindset – Builds strong cross‑functional relationships and works constructively with stakeholders.
• Resilience – Remains effective under pressure, adapts to challenges and stays focused on long‑term outcomes.

WORKING ARRANGEMENTS

• Location: London – Hybrid, with two days per week in the office.
• Travel: Occasional international travel may be required.
• Global Collaboration: Flexibility to accommodate meetings across different time zones when required.

WHY JOIN TTC?

This is an opportunity to play a meaningful role in shaping how AI transforms customer engagement across a global travel organisation.

You'll work at the intersection of technology, innovation and customer experience, helping bring new capabilities to life and making a real impact on how we support our guests and teams.

Ready to help shape the future of AI-powered customer engagement? We'd love to hear from you!

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