Global Head of Advisor AI Enablement – Training, Quality & knowledge - #185850

Closing date: 11/05/26

Location: Sunderland ( Hybrid - 3 days in our Sunderland office, 2 days work from home)

Ready for a challenge?

Then Just Eat Takeaway.com might be the place for you. We’re a leading global online delivery platform, and our vision is to empower everyday convenience.

Whether it’s a Friday-night feast, a post-gym poke bowl, or grabbing some groceries, our tech platform connects tens of millions of customers with hundreds of thousands of restaurant, grocery and convenience partners across the globe.

About This Role

As the Global Head of Advisor AI Enablement – Training, Quality & knowledge you will be the visionary architect of our digital transformation. Based within Operational Excellence, you will lead the charge in redefining Advisor Experience through a cutting-edge, Artificial Intelligence (AI) centric driven ecosystem. We need a high-energy leader who embodies our "Lead, Deliver, Care" values to bridge the gap between global technology and operational hubs, ensuring our frontline is empowered by world-class, automated frameworks.

These are some of the key components to the position:

• Lead the global TQK digital agenda, proactively setting the direction for a tech and AI first Advisor Experience across all markets.
• Drive the implementation of AI-driven coaching, automated quality scoring, and Generative AI for instant knowledge retrieval.
• Redefine "Quality" by transitioning from manual sampling to automated, 100% transcript auditing for human and agentic interactions.
• Manage strategic Big Tech vendor relationships to influence product roadmaps and align them with our AI transformation goals.
• Upskill human agents from "processors" to Subject Matter Experts (SMEs) and Prompt Auditors through innovative digital learning paths.
• Establish a seamless feedback loop where human corrections of AI outputs are converted into automated training modules.
• Collaborate with Tech teams to prioritize and deliver excellence, maintaining a "restless" approach to innovation and new technologies
  
  

What will you bring to the team?

• Experience leading global teams in Operational Excellence, Training, or Quality with an AI first approach.
• Ability to design and implement multi-year strategies that leverage AI to significantly impact organizational success.
• Deep understanding of modern Customer Service (CS) tooling, including CRM architecture and AI-integrated systems.
• A pragmatic visionary mindset, blending high-level digital strategy with the grit required for tactical execution.
• Commitment to achieving goals by navigating complex matrix structures and influencing executive leadership on tech adoption.
• Natural ability to translate complex data and AI alignment scores into compelling stories for any audience.
• Dedication to aiming higher to drive excellence across our global, tech-enabled Advisor Experience ecosystem.
  
  

At JET, this is how we play Our teams forge connections internally and work with some of the best-known brands on the planet, giving us truly international impact in a dynamic environment. Being the best at what we do isn’t just about delivering on our strategy. It's a competition for something incredibly valuable – our customers' choice. Every time a customer decides where to order, they're picking a side. At the heart of the JET Customer League are our values and behaviours. They guide every interaction, every decision, every innovation. These are the actions we need to perform consistently and brilliantly, to surpass the competition and earn our customers’ loyalty, again and again. Fun, fast-paced and supportive, the JET culture is about movement, growth, helping one another to succeed and celebrating wins. By truly living our values and embodying our behaviours, we’re building a customer-first culture which enables us to stay one step ahead of the competition.

Inclusion, Diversity & Belongings No matter who you are, what you look like, who you love, or where you are from, you can find your place at Just Eat Takeaway.com. We’re committed to creating an inclusive culture, encouraging diversity of people and thinking, in which all employees feel they truly belong and can bring their most colourful selves to work every day.

What else are we delivering? Want to know more about our JETers, culture or company?

Have a look at our career site where you can find people's stories, blogs, podcasts and more JET journeys.

Are you ready to join the team? Apply now!