About Planet
Planet is a global provider of integrated technology and payments solutions for retail and hospitality customers.
We create great experiences for the millions of people who use our payments, software, and tax-free solutions every minute of every day.
Planet empowers its customers to deliver great customer experiences by combining payments and software in ways that drive greater loyalty, increase revenue and save time.
Founded over 35 years ago and with our headquarters in London, today we have more than 2,500 employees located across six continents serving our customers in more than 120 markets.
Role overview:
The Head of AI – PMS & Networking is responsible for driving the end-to-end AI strategy, delivery, and value realisation across the PMS (Property Management Systems) domain and Networking-related platforms, operating within the enterprise AI Centre of Excellence (AI CoE) framework.
This role sits at the intersection of product, operations, and AI governance, ensuring AI solutions are secure, scalable, compliant, and commercially impactful, while accelerating automation, self-service capabilities, and intelligent workflows across PMS and network ecosystems.
The role will lead domain-level AI execution aligned to enterprise standards, working within established governance forums and delivery frameworks.
What you will do
1. AI Strategy & Domain Leadership
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Define and execute the AI roadmap for , aligned with enterprise AI priorities and CoE standards
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Identify and prioritise high-impact AI use cases that drive automation, efficiency, and revenue enablement
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Own domain-level delivery across initiatives such as:
- Automated ticket deflection and AI support tools
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Voice AI and chatbot enablement
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Self-service and intelligent portal capabilities
- Ensure AI adoption supports measurable business outcomes (e.g. deflection rates, operational efficiency)
2. Delivery & Value Realisation
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Lead end-to-end lifecycle of AI initiatives:
Use case identification development deployment adoption- scaling
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Drive pipeline of prioritised AI opportunities and ensure execution at pace
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Embed continuous improvement through:
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Feedback loops
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Performance monitoring
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Model and knowledge optimisation
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Partner with Product, Engineering, and Operations to:
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Deliver scalable AI capabilities
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Integrate AI into core PMS and network systems
3. AI Governance & Risk Management
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Ensure all AI solutions comply with enterprise governance frameworks, including:
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Risk classification (low / medium / high risk AI use cases)
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Legal, compliance, and security stage gates
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Data privacy and regulatory standards (e.g. GDPR)
- Act as domain lead within governance forums
- Champion:
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Responsible AI
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Transparency and explainability
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Human-in-the-loop decision frameworks
4. Platform & CoE Alignment
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Ensure all solutions:
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Use the enterprise AI platform and approved models
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Align with AI CoE standards for architecture, tooling, and delivery
- Collaborate with the AI CoE on:
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Model selection and evaluation
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Guardrails and monitoring
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Enterprise roadmap alignment
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Support scaling of reusable solutions across other domains
5. Stakeholder & Network Leadership
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Act as the primary AI leader for PMS and Networking stakeholders
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Work closely with:
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Product owners
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Engineering and platform teams
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Operations and customer experience teams
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Build and lead a network of AI champions and domain experts to:
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Identify opportunities
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Drive adoption
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Embed AI into day-to-day workflows
6. Performance & Impact Tracking
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Define and track KPIs such as:
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Ticket deflection rates
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Automation coverage
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Cost savings and revenue impact
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Adoption and behavioural change
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Deliver regular updates into:
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AI CoE reporting
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Executive governance forums
Key Deliverables
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AI roadmap for domain
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Delivered portfolio of AI use cases with measurable impact
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Adoption and scaling of AI-enabled workflows
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Governance-compliant AI implementations
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Continuous improvement pipeline of AI opportunities
Who you are
Essential
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Significant experience leading AI / Data / Digital transformation programmes
Strong understanding of:
- AI/ML applications in operations and customer support
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Automation and workflow optimisation
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Experience operating within structured governance frameworks
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Proven ability to deliver commercial or operational value from AI
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Strong stakeholder management across business and technology
Desirable
Experience with:
- PMS platforms or similar operational systems
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Networking / infrastructure environments
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AI-driven customer support tools (chatbots, voice AI, agent assist)
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Familiarity with:
- Enterprise AI platforms and model governance
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Risk and compliance frameworks
Leadership & Behavioural Expectations
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Commercially driven and outcome-focused
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Strong bias for action and delivery at pace
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Advocate of responsible and ethical AI
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Ability to operate across strategy and execution
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Collaborative, influencing across senior stakeholders
Success Indicators
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Pipeline of high-value AI initiatives delivered and scaled
- Measurable operational and commercial improvements
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Increased automation and customer self-service
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Strong adoption across PMS and networking teams
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Solutions reused and scaled across the enterprise
Why Planet:
Planet is an equal opportunity employer where diversity is valued, and all employment is decided based on qualifications, merit, and business need.
Come and grow your career in the most exciting, fast paced technology market, with a business that delivers feel-good connected commerce.
We would love to hear from you – Apply now.
At Planet, we embrace a hybrid work model, with three days a week in the office.
Reasonable accommodations may be made in order to allow for an individual to perform the essential functions of this role successfully.
