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Mars UK • Newark, New Jersey, United States

Sr. Director, Conversational AI / Employee Experience Platforms

2 days/week at home

Core hours 11–3

Dog friendly

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Job Description

Job Description:

Sr. Director, Conversational AI / Employee Experience Platforms

Being a company millions of people want to join, stay and grow with is a strategic priority for Mars Inc. Achieving such a brand and culture as an employer is incredibly difficult in such a competitive environment in many places around the world. Having a compelling Associate experience that enables associates to be their best through high quality technology is one vital key to achieving this goal.

This role will support achievement of this strategy by creating and driving cutting edge associate experiences with a well-defined Generative / Conversational AI, workflow automation and enterprise search strategy. This leader will be responsible for the definition, development & delivery of a portfolio of digital solutions and services that support the exceptional conversational AI and search experiences at Mars.

This modern technology leader will continue to be at the forefront of driving enterprise-wide adoption of Generative /Conversational AI, leveraging Now Platform to automate workflows, implement ServiceNow and other virtual assistants, driving adoption of AI search along with specialized cloud-based capabilities through the centers of excellence to develop and scale operational improvements, advanced analytics use cases and automation opportunities as applicable to global business services and operations.

What are we looking for?

  • Bachelor's degree in IT, Business or relevant business function (e.g. Human Resources) or equivalent
  • 10+ years executive experience in IT, 5+ years' experience specifically in Conversational AI/ML Ops, Automation technology.
  • Deep understanding of LLM, Conversational AI technologies, Virtual Assistance Agents, AI Search and their applications to enhance user experience.
  • Expertise with modern AI/ML algorithms, techniques, software, and their practical application to build enterprise scale solutions.
  • Extensive experience is deploying ServiceNow ITOM, SPM, Source-to-pay (STP) or HRSD aligned with ServiceNow best practices.
  • Experience with Configuring and customizing ServiceNow including Now Platform workflows using flow designer, service catalogue, UI, client scripts, business rules, UI actions etc.
  • Integrating platform to system of record like Microsoft, Ariba, SAP, Workday and provide a connected experience across multiple search engines, conversational AI, VA services.
  • An understanding of AI Search architecture along with the applicable ML, NLP/NLU algorithms to increase relevance and accuracy.
  • Applications portfolio mgmt., budget management and stakeholder relationship management of global leaders.
  • Experience deploying a global platform that supports multiple languages, catalogues, and knowledge bases.
  • Strong leadership and people management skills, with a proven ability to lead and mentor direct and indirect teams to deliver high-quality results.

What will be your key responsibilities?

  • Serve as the strategic DT co-pilot for establishing a robust platform that supports Conversational AI, global search engine, VA for aligning stakeholders and to ensure business strategies are enabled.
  • Drive innovation in the design and deployment of platform that supports AI/ML use cases, enterprise search with necessary capabilities like MLOps, Feature Stores, GenAI/LLMs.
  • Leverage AI/ML to generate insights and recommendations for business actions, to reduce costs, to increase capabilities, to enhance controls, and to improve associate experiences.
  • Full accountability for establishing & driving the global IT strategy for these functions and road map including the creation of new Conversational AI Center of Excellence capabilities team aligned with internal and external best practices and emerging trends.
  • Work closely with cross-functional teams to identify opportunities for AI use cases within the organization and develop and execute plans to improve operational efficiencies and drive revenue growth.
  • For the shared services area, drive efficiencies and process standardization using industry standard platforms and benchmarked KPIs.
  • Govern the scope of the existing functional portfolio of applications throughout the application lifecycle.
  • Drive down the portfolio complexity and TCO within the business capability area across all global, regional and local applications.
  • Collaborate with business, IT and data teams to ensure automation and AI solutions align with Mars overall data architecture and technology roadmap.
  • Responsible for building and maintaining a high performing global organization, providing leadership, engagement & line management to business process, information and functional/technical experts.
  • As a senior leader, contribute to the development and leadership of Mars Digital Technologies and Mars Global Services strategies.

What can you expect from Mars?

  • Work with over 130,000 diverse and talented Associates, all guided by the Five Principles.
  • Join a purpose driven company, where we’re striving to build the world we want tomorrow, today.
  • Best-in-class learning and development support from day one, including access to our in-house Mars University.
  • An industry competitive salary and benefits package, including company bonus.




Mars is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.

Company benefits

Open to part-time employees
Open to job sharing
Open to compressed hours
Enhanced maternity leave – 26 weeks at 90% pay
Enhanced paternity leave – 26 weeks at 90% pay
24 days annual leave + bank holidays
“Pawternity” leave
Pregnancy loss leave
Bank holiday swaps
Employees are very happy with their working location freedom
Employees are very happy with the flexibility in the hours they work
Employees are very happy with the benefits their company offers
Work-life balance
Employees feel that they can switch off quite easily from work
Role modelling
Employees feel that flexible working is part of the culture
Employees feel they have complete autonomy over getting their work done

Additional employee ratings
(these do not contribute to the FlexScore®)

Employees feel that the diversity is good and there are continued efforts to improve it
Employees feel that the culture supports equity and inclusivity well
Employees feel like it is a really great environment to work in
Employees feel very excited about and aligned with the company mission
Employees feel that their salary is good and matches the value they bring

Working at Mars UK

Company employees

4,000 In the UK

Gender diversity (male:female)


Office locations

London, Slough, Waltham, Castle Cary, Birstall, Plymouth

Hiring Countries




United Kingdom

United States

Awards & Achievements

1st – Large companies

1st – Large companies

Flexa100 2024
Consumer Goods

Consumer Goods

Industry awards 2023
3rd – Large companies

3rd – Large companies

Flexa100 2023
Retail & Ecommerce

Retail & Ecommerce

Industry awards 2022

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