gen-digital - Insight Operations & AI Enablement Lead (Open)
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Requirements
• Experience in operations, programme management, research operations or marketing operations, ideally within insights, research, analytics, product or marketing. • Hands‑on familiarity with research tools and workflows (e.g. survey platforms, UX testing tools, panels, insight repositories). • Experience managing suppliers, contracts and budgets (planning, tracking, renewals, value assessment). • Experience owning or overseeing AI tool adoption and development of AI workflows, and comfort experimenting with new technology in a structured way. • Strong process and systems thinking – able to map workflows and design simple, scalable processes. • Technically curious – quick to learn new tools and translate them into practical use cases and guidance. • Stakeholder management – credible with researchers, PMs, designers, marketers and ops/finance partners; able to influence without direct authority. • Clear written and verbal communication, including playbooks, how‑to guides and training materials. • Comfortable with change and ambiguity, and able to support others through adoption of new tools and ways of working. • Personal Attributes: • Ability to thrive in a fast-paced, high-tech environment and manage complex problems. • Service‑oriented: motivated by making it easier for the team to deliver great work and for stakeholders to use insight. • Experiment‑driven: prefers test‑and‑learn over big‑bang changes. • Methodical and detail‑oriented: approaches tasks with careful planning, ensuring processes are followed and details are addressed. • Ethical and responsible: thoughtful about risk, especially around customer data and AI. • Important Application Note – When you apply, please include your current city and country and let us know your work status (e.g. visa status, right to work in the relevant country, etc.).
Responsibilities
• 1. AI enablement • Define and maintain the AI roadmap for the Insight team, focusing on clear, high‑value use cases across the insight lifecycle (briefing, analysis, reporting, activation, knowledge management). • Plan and run AI pilots (e.g. summarisation, coding, assistive authoring, knowledge search) with defined success criteria, turning proven pilots into standard workflows. • Own a concise AI playbook covering workflows, prompts, templates and guardrails, including when work should be human‑only vs human‑in‑the‑loop. • Partner with Legal, Privacy, InfoSec and central AI teams to ensure responsible AI use in line with Gen policies. • 2. Research operations • Maintain the inventory of research tools and platforms (survey, UX testing, panels, repositories, dashboards), including owners, contracts and purpose, and recommend standardisation or upgrades where helpful. • Ensure research tools and practices are GDPR‑compliant and aligned to Gen’s privacy and data protection requirements; keep core consent and data‑handling guidance up to date. • Oversee respondent recruitment processes (external panels, customer samples, in‑product intercepts) with agencies and internal partners, monitoring response rates, cost and participant experience. • Create and maintain lean operations templates and checklists (e.g. consent language, incentives, screeners, data‑handling steps) and use automation/AI where appropriate to remove manual, repeatable tasks. • 3. Team operations • Support annual planning and in‑year tracking of insight budgets (agencies, panels, tools, training), and manage key renewals, POs and value checks for core suppliers. • Coordinate the team rhythm – meetings, all hands, show‑and‑tells, training and offsites – with clear objectives, agendas, notes and follow‑ups stored in the right places (e.g. SharePoint, Stravito, Teams/Slack). • Maintain and evolve core ways of working (intake/briefing, workstack tracking, debrief templates, documentation) and stakeholder guidance on how to work with the Insight team.
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