Make AI practical. Improve frontline experiences. Deliver better outcomes for our members.
Join Teachers Mutual Bank Limited as an AI Enablement Specialist and help turn AI opportunities into practical solutions that improve the way our Contact Centre teams work and support our members.
Embedded within Contact Centre Operations, you’ll connect frontline teams with our central AI, Technology and Data capabilities. You’ll identify opportunities, support pilots and testing, coordinate stakeholders, and help ensure approved AI solutions are successfully adopted into everyday operations.
This is a business-facing AI enablement role, focused on discovery, coordination, adoption and continuous improvement rather than hands-on AI engineering.
About the role As our AI Enablement Specialist, you’ll work closely with Contact Centre employees and leaders to understand service challenges, identify where
AI could make a meaningful difference and help translate those opportunities into clear business requirements and outcomes.
You’ll support initiatives from early discovery through testing, rollout and adoption, ensuring frontline teams are actively involved and solutions deliver practical value.
What you’ll be doing
You’ll ideally have:
Why join us? At Teachers Mutual Bank Limited, our members are at the heart of what we do. This is an opportunity to help shape how emerging technology is used responsibly and practically to create better experiences for our people and the members we serve.
You’ll work across Customer Engagement and our broader AI, Data and Technology teams, helping turn ideas into meaningful improvements that can be seen and felt across our Contact Centre.
Join Teachers Mutual Bank Limited as an AI Enablement Specialist and help turn AI opportunities into practical solutions that improve the way our Contact Centre teams work and support our members.
Embedded within Contact Centre Operations, you’ll connect frontline teams with our central AI, Technology and Data capabilities. You’ll identify opportunities, support pilots and testing, coordinate stakeholders, and help ensure approved AI solutions are successfully adopted into everyday operations.
This is a business-facing AI enablement role, focused on discovery, coordination, adoption and continuous improvement rather than hands-on AI engineering.
About the role As our AI Enablement Specialist, you’ll work closely with Contact Centre employees and leaders to understand service challenges, identify where
AI could make a meaningful difference and help translate those opportunities into clear business requirements and outcomes.
You’ll support initiatives from early discovery through testing, rollout and adoption, ensuring frontline teams are actively involved and solutions deliver practical value.
What you’ll be doing
- Identify frontline pain points, knowledge gaps and opportunities where AI could improve member and employee experiences.
- Translate operational challenges into clear requirements, desired outcomes and success measures.
- Maintain and help prioritise a pipeline of Contact Centre AI opportunities.
- Coordinate with AI, Technology, Data, Risk, Compliance, Privacy and Security teams to progress approved initiatives.
- Support pilots, user acceptance testing, rollout planning and operational readiness.
- Coordinate training, communications, champions and frontline feedback.
- Help embed approved AI solutions into procedures, processes and everyday team routines.
- Monitor adoption and operational outcomes and identify opportunities for continuous improvement.
- Escalate delivery issues, risks and decisions to the appropriate teams and governance forums.
You’ll ideally have:
- Experience in contact centre operations, service improvement, transformation, product coordination or change delivery.
- Strong stakeholder management, communication and facilitation skills.
- The ability to turn frontline problems into clear business requirements and practical outcomes.
- Experience supporting pilots, testing, training, process change and adoption.
- An understanding of responsible AI and the importance of privacy, security and risk controls.
- Confidence working with AI-enabled technology and platforms such as Genesys and Microsoft tools.
- A collaborative mindset and the ability to work across operational, technology and control teams.
Why join us? At Teachers Mutual Bank Limited, our members are at the heart of what we do. This is an opportunity to help shape how emerging technology is used responsibly and practically to create better experiences for our people and the members we serve.
You’ll work across Customer Engagement and our broader AI, Data and Technology teams, helping turn ideas into meaningful improvements that can be seen and felt across our Contact Centre.