AI Program Analyst

The Opportunity

The AI Program Analyst is responsible for supporting, designing, maintaining, and continuously improving the Service Management ecosystem that powers our AI Agent workflows, AI-enabled automation and digital self-serve experience.

The role will act as the single point of contact for all Agentic AI releases, digital initiatives, quality assurance, knowledge base management and monitoring, ensuring solutions are effectively governed, operationally viable, and continuously improved once released into production.

This position will work closely with internal stakeholders and external partners to support the development, testing, deployment, and evolution of AI solutions, with an initial focus on Agentic AI use cases across digital, chat, and call workflows, from first customer contact through to case resolution.

The role involves a high level of stakeholder engagement working closely with Operations, OCC, Product, Technology, Network, Sales, Delivery, and Regulatory teams to ensure alignment of process, systems, and governance

What You’ll Be Responsible for

AI & Digital Program Coordination

• Coordinate AI and digital initiatives across the full delivery lifecycle including discovery, build, testing, release, and transition to BAU.
• Act as the primary operational point of contact for AI initiatives across Service Management.
• Coordinate activities with internal stakeholders and external delivery partners.
• Support testing, validation, and release activities to ensure solutions are fit for purpose.

Agentic AI Operations & Governance

• Monitor performance, accuracy, and behaviour of defined guardrails.
• Triage and coordinate AI related issues, defects, and improvement opportunities.
• Maintain platform hygiene including operational controls, process alignment, governance artefacts, and the business continuity plan.
• Support governance reporting and compliance activities related to AI usage and risk.

Knowledge, Process & Continuous Improvement

• Own and maintain AI‑related knowledge bases and process documentation.
• Identify and drive improvement opportunities enabled by AI, automation, and digital tooling.
• Support problem management activities by identifying systemic issues and recommending improvements. 

Data, Analytics & Performance

• Analyse AI and digital performance data to assess effectiveness and operational impact.
• Produce regular reporting on performance, benefits realisation, risks, and opportunities.
• Support the definition and tracking of KPIs aligned to assurance efficiency and customer experience.

Stakeholder Management

• Coordinate with internal teams including Operations, OCC, Product, Technology, Network, Sales, Delivery, and Regulatory.
• Act as a trusted operational interface between Support Operations and external partners.
• Provide clear communication and status reporting to leadership and stakeholders.

Automation & Digital Evolution

• Identify opportunities to automate manual processes and reduce operational effort.
• Support prioritisation of automation initiatives based on operational value and readiness.
• Contribute to the ongoing digital evolution of Support Operations.

What You’ll Bring to the Role

• Minimum of 3 years’ experience in the Telecommunications industry. Experience in operations, technology or digital transformation.
• Demonstrated understanding of Service Management, Service Assurance, Service Delivery or other support functions.
• Experience supporting or coordinating AI, robotics processing, automation or digital initiatives.
• Successful execution of projects, governance and knowledge base management.
• Exposure to AI, LLM, Agentic, or automation platforms.
• Strong problem analysis and resolution skills
• Excellent communication, interpersonal and documentation skills
• Commitment to following a structured and disciplined workflow practice
• Experience working with a variety of roles including but not limited to Business Analysts, Program Managers, Project Manager, Developers and System Integrators.
• Commitment to continuous improvement
• High attention to detail, motivation and focus. The ability to commit to routines.
• Strong resilience in dealing with competing needs and deadlines
• Outstanding commitment to customer service and internal and external customer experience
• Well-developed stakeholder management skills coupled with the ability to communicate and articulate information in an effective manner