Head of Unit – AI Assistants

Role Summary

The Head of Unit – AI Assistants leads a dedicated team responsible for designing, implementing, and optimizing conversational AI solutions, including chatbots, voicebots, and customer assistant platforms. This role centers on product ownership, project delivery, and stakeholder management (internal and external), ensuring that AI assistant solutions are effectively launched, adopted, and continuously improved to meet customer and business needs.

This leader acts as the key driver of product lifecycle management for all AI assistant solutions, bridging the gap between business requirements, technology teams, and external vendors. The role is hands-on, combining project management, team leadership, and proactive communication across multiple functions.

Key Responsibilities

Product Ownership & Delivery

• Own the product roadmap and delivery lifecycle for AI-powered customer assistants (chatbots, voicebots, and related solutions).

• Translate business requirements and customer needs into actionable project plans and product features.

• Oversee end-to-end implementation, ensuring solutions are delivered on time, within budget, and at high quality.

• Gather, analyze, and prioritize feedback from customers, business units, and users to inform continuous product improvement.

Project & Team Management

• Lead and develop a cross-functional team of two teamleaders and 10+ specialists focused on conversational AI.

• Assign responsibilities, set clear objectives, and monitor project progress, proactively addressing risks and bottlenecks.

• Foster a collaborative, high-performance team culture, encouraging knowledge sharing and continuous learning.

Stakeholder & Vendor Communication

• Serve as the primary point of contact for internal stakeholders (e.g., Customer Service, IT, Operations, Marketing) regarding AI assistant solutions.

• Coordinate and manage relationships with external vendors and technology partners, including onboarding, integration, and ongoing performance management.

• Facilitate clear, timely communication between business units and technical teams to ensure shared understanding of goals and expectations.

Solution Implementation & Optimization

• Oversee the rollout, testing, and adoption of AI assistants, ensuring robust integration with bank systems and customer channels.

• Monitor performance metrics (e.g., customer satisfaction, resolution rates, usage analytics) to assess impact and identify areas for enhancement.

• Support ongoing tuning and maintenance of deployed solutions, collaborating with technical and business teams to address incidents and user feedback.

Governance & Best Practices

• Ensure adherence to security, compliance, and ethical standards in the deployment and operation of AI assistants.

• Develop and maintain documentation, operational guidelines, and best practices for product delivery and support.

Required Skills and Qualifications

Leadership & Delivery

• Proven experience in product ownership or project management, preferably in conversational AI, chatbots, voicebots, or related domains.

• Strong team leadership and coaching abilities, with a track record of building and motivating cross-functional teams.

• Excellent organizational skills, with the ability to manage multiple projects simultaneously.

Communication & Stakeholder Management

• Outstanding communication and interpersonal skills, with experience working closely with both technical and non-technical stakeholders.

• Demonstrated ability to manage vendor relationships and coordinate external technology partners.

Technical Acumen

• Solid understanding of AI-powered customer assistant technologies (chatbots, voicebots, NLP platforms) and their practical deployment.

Business Focus

• Strong customer-centric mindset, with the ability to align technical solutions with business needs and deliver measurable outcomes.

• Analytical skills to interpret product metrics and customer feedback, driving data-informed decision-making.

Education & Experience

• Bachelor’s or Master’s degree in Computer Science, Engineering, Business, or a related field.

• 5+ years of experience in technology project management, product ownership, or related roles, ideally with a focus on customer assistant solutions.

• Experience with Agile project management tools (e.g., JIRA, Asana, Trello).

Tools and Technologies

• AI Tools: ChatGPT, Azure AI, n8n, etc.

• Project Management: JIRA, Asana, Trello, or similar.

• Communication: MS Teams, Slack, etc.

• Data & Analytics: Excel, Power BI, or equivalent.

• Vendor Management: Experience coordinating with external technology providers.

Success Profile

• Ownership mentality: Takes responsibility for product outcomes and team performance.

• Customer focus: Passion for delivering solutions that enhance customer experience.

• Collaboration: Builds strong relationships and communicates effectively across functions.

• Execution: Delivers projects reliably, balancing speed with quality.