Associate Director, Customer AI & Analytics Product Management

As pioneering innovators for over 100 years, we’re now transforming our organisation to be faster, simpler and more connected. Because we want to be even better equipped to develop digital solutions and experiences that help more people live Healthier, Longer, Better Lives.

To get there, we need people with tech/digital/analytics expertise and passion to help develop positive, sustainable change through digitally enhanced experiences that will impact the lives of millions of people and create a healthier future for everyone.

• Convert fragmented tasks into scalable AI-driven products, including an AI agent factory model.
• Define clear end-user products and outputs, such as campaign outputs and analytics products.

• Define what data needs to be captured across each digital and customer touchpoint (web, mobile, CRM, policy systems, campaign channels) and specify the precise events, attributes, and context required for downstream analytics
• Own the event taxonomy and data collection standards: document business requirements in structured data specifications and hand these to IT and engineering teams for instrumentation

• University degree, preferably in computer science, data science, analytics, or a related discipline.
• Minimum 10 years of experience in advanced analytics, product or platform development, customer or marketing analytics, or related roles within large, complex organizations
• Proficiency in AI tools, with demonstrated ability to pioneer practical AI applications across different business scenarios.
• Strong experience leading or orchestrating large‑scale, cross‑functional initiatives, with proven ability to provide thought leadership on customer journeys and support the definition of customer or functional strategies.
• Strong business acumen, with demonstrated strategic, critical, and analytical thinking to structure complex issues and translate insights into pragmatic execution frameworks.
• Strong communication, influencing, and stakeholder management skills, with comfort operating without direct authority.

• High integrity, sound judgement, and strong risk awareness, balancing governance requirements with business agility.

• Identify and define AI agent use cases across end-to-end workflows.
• Define how AI can support: campaign design & execution; reporting & analytics automation; social media content generation

• Partner with business teams to upskill users in AI capabilities and deliver practical use cases, including campaigns, rewards, and engagement journeys.

• Identify and evaluate AI tools and platforms available internally and externally.
• Work with CTO and technology teams to secure access to required tools, such as GitHub Copilot, and define the appropriate architecture, whether multi-tool or integrated front-end.
• Ensure solutions align with compliance, governance, and risk management requirements.

• Act as the innovation lead for AI-powered transformation.
• Build and maintain a roadmap for AI adoption across priority business areas.
• Introduce new ways of working enabled by AI to improve productivity, scalability, and quality of delivery.  

• Ensure team members who perform regulated activities have obtained the relevant licenses and fulfilled the licensing requirements

• You are required to acquire the relevant license(s) if your job involves regulated activities

Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.

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