Head of AI Products in London

We are looking for a passionate and dynamic individual to join our team in London. In this role, you will lead the transformation of how TPG's commercial and operational teams work using AI and Digital Products and you will own the end-to-end redesign of core business processes. You will work as part of a collaborative, international team, creating memories that last a lifetime for our clients and their customers.

Tour Partner Group is a leading DMC for the UK, Ireland, the Nordics and Baltics. We bring together more than 300 destination specialists, designing B2B travel for Groups and FIT. Along with our MICE division, HORIZONS by Tour Partner Group, we are the experts in creating authentic experiences and memories that last a lifetime.

We have offices in London, Edinburgh, Dublin, Copenhagen, and Phoenix. Our mission is to deliver personally tailored, authentic tours. Perfectly.

What will I be doing?

• Owning and scaling the AI CoPilot, transforming sales quoting from a manual, multi-system process into a fast, AI-assisted experience that drives adoption, productivity, and revenue impact.
• Being accountable for measurable business outcomes including quote turnaround times, win rates, sales productivity, and user adoption across sales teams.
• Leading end-to-end process transformation by reimagining existing ways of working, removing legacy system touchpoints, and embedding AI-driven workflows that teams actively embrace.
• Driving CRM adoption, defining portal strategy, and shifting customer and supplier interactions toward scalable self-service models.
• Sponsoring Design Thinking workshops and shaping future state operating models in close collaboration with commercial, operational, and technology stakeholders.
• Overseeing the modernisation of the Tourplan user experience and holding external partners accountable for delivering high quality, outcome-driven digital experience.
• Approving future-state service blueprints and journey maps, ensuring they deliver business outcomes.
• Challenging the business to abandon legacy ways of working, not just automate existing processes.
• Defining the "future state operating model" for sales, customer service, and supplier interactions.
• Ensuring technology investments translate into actual process change and adoption.
• Owning the AI CoPilot product vision and roadmap – accountable for ROI, not just delivery.
• Defining the end-to-end quote-to-win process transformation: from email inquiry to proposal sent.
• Ensuring sales reps never touch legacy Tourplan for quoting – design the process to make this possible.
• Setting and tracking business KPIs: quote turnaround, win rate, quotes per agent per day.
• Managing the suppliers' relationships.
• Working with UX Expert to define AI interaction patterns: when AI suggests, when humans decide, how to iterate.
• Coordinating with Data Product Owner to ensure RAG knowledge bases deliver accurate, useful AI outputs.
• Owning the product strategy for modern front-end experience of Tourplan.
• Defining which Tourplan functions get modernised.
• Ensuring the new UI eliminates complexity, not just reskins it.
• Driving adoption – the best UI fails if users don't embrace it.
• Being accountable for CRM adoption reaching >80% across all business lines.
• Defining enforcement mechanisms, training programmes, and workflow automation.
• Working with UX Expert to identify and eliminate friction points that block adoption.
• Ensuring CRM becomes the genuine "single source of truth" for customer intelligence.
• Product Owner for Customer Portal – enabling self-service that reduces operational burden.
• Quantifying the shift: measure reduction in calls, emails, and manual operational work.
• Leading and developing the Digital Products team (UX Expert, UI Engineers, BA).
• Managing external development partners with clear accountability for outcomes.
• Coordinating with Booking Products team to ensure APIs and data availability.

• Travel industry experience – you must understand tour operations, booking lifecycle, supplier relationships, and agent dynamics.
• Process transformation experience – proven track record of changing how work gets done, not just delivering software.
• Service design literacy – ability to read, critique, and approve service blueprints and journey maps; experience sponsoring Design Thinking initiatives.
• Digital product leadership in B2B contexts – portals, booking systems, or complex operational workflows.
• Strong commercial mindset – understands sales processes, conversion metrics, margin optimisation, and revenue impact.
• Change management awareness – recognises that technology adoption requires behaviour change and knows how to drive it.
• Experience managing external development partners with accountability for business outcomes, not just deliverables.
• Exceptional stakeholder management – ability to align senior commercial leaders around a transformation vision.
• CRM implementation or adoption programme experience.
• Agile product management certification (CSPO, SAFe, or similar) is preferred.

Please, fill in the contact form. Don't forget to attach your CV.