Descrição da Vaga
We're building the function that will define how AI-enabled insurance operations
run across EMEA — and we're looking for the person to lead it. This person can
be based either in Madrid or London. As Director of Operations Transformation &
AI, you'll sit at the intersection of strategy and execution. You won't just
advise on AI — you'll build the team, design the operating model, and drive the
deployment of Agentic AI across underwriting, claims, customer service, and
beyond. This person will report to the Director of EMEA Commercial Operations.
Key responsibilities:
* Build & lead the team Recruit, develop, and inspire a multidisciplinary team
of AI operations specialists, analysts, and engineers. You'll define career
paths and create a culture where operational excellence and genuine
innovation coexist.
* Own the regional roadmap Architect and deliver the EMEA AI operational
automation roadmap — tightly aligned to business strategy and built for
scale. You'll design the org structure, governance frameworks, SOPs, and
KPI/SLA models that make AI investments measurable and accountable.
* Stay close to the detail This isn't a hands-off role. You'll actively
configure, deploy, and monitor Agentic AI agents, troubleshoot complex
issues, and guide the development of the supporting technical capabilities
(including Digital Intake) that power the end-to-end process.
* Drive real outcomes Translate AI capability into tangible results —
productivity, accuracy, cost reduction, and better customer experiences.
You'll identify the highest-value automation opportunities and build the
commercial frameworks (including chargeback models) that connect AI
investment to business impact.
* Manage risk, stay compliant Ensure all AI agent activities meet insurance
regulations, data privacy laws, and internal risk policies. You'll partner
with compliance, legal, and IT security to stay ahead of emerging risks.
* Engage at every level From engineering teams to executive leadership to the
board, you'll communicate progress, challenges, and results clearly and
confidently. You'll support investment prioritization and help shape how AI
is understood and governed at the top of the organisation.
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