The AI & Emerging Technology Consultant will provide specialist expertise to assess how artificial intelligence and emerging technologies can practically enhance the client’s future-state member experience and support the delivery of its strategic initiatives.
Working closely with the Enterprise Architect and Digital Experience Consultant, the Specialist will identify, evaluate and prioritise AI-enabled opportunities across member engagement, personalisation, financial coaching, decision support, servicing and advice. The role will bring an outside-in perspective, drawing on relevant developments and leading practices across financial services and other digitally mature industries.
Key Responsibilities
- Assess AI and emerging technology opportunities across the in-scope initiatives and identify where they can materially improve member outcomes, experience or operational effectiveness.
- Evaluate practical AI-enabled capabilities, including opportunities for generative AI, intelligent assistants, agentic capabilities, decision support, personalisation and emerging digital channels.
- Identify how AI capabilities could support and enhance the future-state member journeys, particularly in areas such as financial coaching, servicing, engagement and personalised Next Best Actions.
- Assess relevant external and cross-industry leading practices, technology trends and emerging platforms to provide an independent outside-in perspective.
- Challenge existing assumptions and identify where emerging technologies may influence technology choices, architecture decisions or implementation sequencing.
- Define and assess alternative AI capability pathways, including immediate opportunities and longer-term options, with consideration of value, feasibility, dependencies, risk and organisational readiness.
- Work with the Enterprise Architect to identify the technology, data, integration, governance and capability implications of AI-enabled opportunities.
- Provide clear, pragmatic recommendations that distinguish near-term, actionable opportunities from capabilities that should be considered later as the broader ecosystem matures.
- Contribute specialist input to executive workshops, the Technology Architecture & Decision Framework and the Executive Delivery Roadmap.
Key Outputs / Contributions
- AI & Emerging Technology Opportunity Assessment
- Prioritised AI-enabled use cases and capability opportunities
- Future-State AI Capability Options and pathways
- Emerging technology and external leading-practice insights
- Input into technology architecture, dependency and sequencing decisions
- AI Technology Recommendations, including “now versus later” considerations