Head of Artificial Intelligence – Customer Services

  • Up to £100,000 plus package
  • London, England, United Kingdom
  • Permanent, Full time
  • McCabe & Barton
  • 15 Apr 19

The Head of Artificial Intelligence for Customer Services will report to the CIO and will be responsible for the establishment, promotion, adoption and containment of AI services. Locations: London, Edinburgh, Telford, Liverpool, Newcastle, Leeds. Other locations maybe considered for the right candidate and UK travel will be required

The Head of Artificial Intelligence for Customer Services will report to the CIO and will be responsible for the establishment, promotion, adoption and containment of AI services.

This is an exciting time for IT in HM Revenue & Customs, as they continue to implement bold plans to transform their IT and Digital Services.  HMRC is becoming one of the most digital organisations in the UK and the plan is to be much bolder: by 2020 they will be one of the most digitally-advanced tax authorities in the world.

They have a massive challenge: they need to bring in more tax, reduce costs and improve the experience for customers. To do this, they are using smart data analysis and innovative IT systems to ensure that customers get their tax affairs right from the outset - and they are radically improving the technology they use to do this work.

The Head of Artificial Intelligence for Customer Services will report to the CIO and will be responsible for the establishment, promotion, adoption and containment of AI services.


 Key responsibilities will include:
• Ensuring HMRC are at the forefront of AI and Machine learning enhancements – driving innovation and leading, motivating and developing senior technical leaders to meet the current and future needs of the business.
• Overall responsibility for customer and agent facing Artificial Intelligence, Machine Learning, and Natural Language Processing Technology.
• Providing Governance and oversight to all CDIO AI platforms and channels, architecture, design and delivery capabilities.
• Driving organisational change and alignment – partnering cross-functionally with line of business leaders.
• Overall responsibility for the delivery of multiple technology solutions across large programmes and agile teams - being accountable for resourcing, management, reporting and coordination.


 To be successful in this role you will need to be an inspirational leader with management experience delivering customer centric projects and programmes.
 You will also demonstrate:
• Broad, versatile knowledge of AI and Machine Learning, supported by the ability to identify, design and deploy optimal AI within customer facing environments.  This will include designing and building customer and agent facing VAs.
• Tangible experience in defining and implementing KPIs and metrics to measure AI and Machine Learning initiatives.
• Experience in a contact centre led (and matrixed) organisation – specifically transforming the behaviours of AI capability, to be more customer-focussed, cost aware and drive a service-based culture.
• Strong stakeholder management skills.
• Experience in a fast paced (agile), evolving environment, using an iterative method and flexible approach to enable rapid delivery.
• Leading and empowering teams and stakeholders through major change programmes.
• Consistent track record in building and developing teams.
• Understanding of Micro-service architecture and the design of innovative solutions and API strategies/Platforms.
• Understanding and influencing of business and digital engagement strategies, with the ability to develop long term vision and objectives.

If you would like to apply for this position please send your CV and covering letter to ai@mccabebarton.com by the closing date of 12th May.

If you would like to discuss this opportunity further please contact Ben Gentle on 0207 7963218