Description
Senior Conversational AI Lead
Team: Customer Service
Location: London
Commitment: Permanent
Workplace Type: hybrid
Customer Service at Spotify is scaling toward AI-driven, agent-based automation where dynamic reasoning becomes the primary interaction model. As we scale automation and expand into new verticals (Consumer and Creators & Artists), we’re looking for a Senior Conversational AI Lead to shape how our AI agents behave, reason, and deliver outcomes at scale.
This role sits at the centre of our automation strategy. You will act as a system owner for the agent experience, setting standards for how agents reason, behave, and resolve customer issues at scale. You’ll combine strategic thinking with hands-on expertise to ensure our agents are effective, safe, and trustworthy.
This is not a coding role and not a people-management role. It is a senior individual-contributor position focused on strategic ownership of agent behaviour, quality, and evolution, working in close partnership with Engineering, Knowledge Management, QA, Analytics, and Business Process teams. You should expect ambiguity, broad responsibility, and the opportunity to shape how CS AI automation works at Spotify.
What You'll Do
- 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.
Who You Are
- 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.
Where You'll Be
- This role is based in London, United Kingdon
- 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
Spotify is an equal opportunity employer. You are welcome at Spotify for who you are, no matter where you come from, what you look like, or what’s playing in your headphones. Our platform is for everyone, and so is our workplace. The more voices we have represented and amplified in our business, the more we will all thrive, contribute, and be forward-thinking! So bring us your personal experience, your perspectives, and your background. It’s in our differences that we will find the power to keep revolutionizing the way the world listens.
At Spotify, we are passionate about inclusivity and making sure our entire recruitment process is accessible to everyone. We have ways to request reasonable accommodations during the interview process and help assist in what you need. If you need accommodations at any stage of the application or interview process, please let us know - we’re here to support you in any way we can.
Spotify transformed music listening forever when we launched in 2008. Our mission is to unlock the potential of human creativity by giving a million creative artists the opportunity to live off their art and billions of fans the chance to enjoy and be passionate about these creators. Everything we do is driven by our love for music and podcasting. Today, we are the world’s most popular audio streaming subscription service.
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