Hybrid Senior Conversational AI Lead

at Spotify

• Job title: Senior Conversational AI Lead
• Job type: Full Time
• Experience level: Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, London, United Kingdom

About the role

• Lead AI automation strategy for Customer Service at Spotify by shaping AI agents' behavior and outcomes. Collaborate with cross-functional teams to ensure effective, safe, and trustworthy AI experiences.

Responsibilities

• Help define the long-term vision for AI-driven customer automation, defining how agentic experiences should evolve across web messaging as automation becomes a primary interface.
• Set the strategic standards for agent reasoning, behaviour, and resolution, ensuring consistency across verticals while enabling teams to move quickly.
• Shape how business processes translate into scalable agent behaviour, ensuring Business Process Specifications (BPS) are reflected clearly and sustainably in the system.
• Define the quality and safety framework for automation, including how we approach guardrails, scenario coverage, validation, and regression as we scale.
• Establish how agent performance is measured and improved, setting expectations for experimentation, A/B testing, analytics, and learning loops.
• Provide systems-level oversight across tools, APIs, knowledge, prompts, and integrations, identifying structural constraints and influencing architectural direction.
• Guide decisions around LLM control, flexibility, and risk, applying strong conceptual understanding of non-deterministic systems to balance autonomy and reliability.
• Champion knowledge as a strategic input to automation, partnering with Knowledge Management to ensure governance, structure, and clear ownership models.
• Identify systemic gaps and recurring failure patterns, steering cross-functional improvements across process, tooling, and experience design.
• Act as a senior thought partner within Customer Service, influencing roadmap decisions and shaping how AI automation evolves at Spotify.

Requirements

• Experienced in conversational AI, automation, or intelligent self-serve systems at scale.
• Comfortable designing systems with dynamic, non-deterministic behaviour.
• Strong systems thinker, you understand how APIs, knowledge, prompts, and guardrails interact.
• Confident working with integrations and tooling, even if you’re not writing production code.
• Deeply focused on quality, safety, and trust in AI-driven customer experiences.
• Able to operate autonomously and make sound decisions in complex environments.
• Clear, structured communicator who can explain complex systems to diverse stakeholders.
• Data-informed, with experience using metrics and experimentation to guide decisions.
• Experience with LLMs, RAG systems, and AI agent frameworks.
• Familiarity with A/B testing and experimentation platforms
• Background in Customer Service operations, CX design, and automation strategy.
• Experience building or operating automation across different customer journeys.

Benefits

• We offer you the flexibility to work where you work best! There will be some in person meetings, but still allows for flexibility to work from home