Head of AI Products

About the Team

Tour Partner Group is a leading DMC for the UK, Ireland, the Nordics and Baltics. We bring together more than 300 destination specialists, designing B2B travel for Groups and FIT. Along with our MICE division, HORIZONS by Tour Partner Group, we are the experts in creating authentic experiences and memories that last a lifetime.

We have offices in London, Edinburgh, Dublin, Copenhagen, and Phoenix. Our mission is to deliver personally tailored, authentic tours. Perfectly.

Your responsibilities

What will I be doing?

Owning and scaling the AI CoPilot, transforming sales quoting from a manual, multi system process into a fast, AI assisted experience that drives adoption, productivity, and revenue impact
Being accountable for measurable business outcomes including quote turnaround times, win rates, sales productivity, and user adoption across sales teams
Leading end to end process transformation by reimagining existing ways of working, removing legacy system touchpoints, and embedding AI driven workflows that teams actively embrace
Driving CRM adoption, defining portal strategy, and shifting customer and supplier interactions toward scalable self-service models
Sponsoring Design Thinking workshops and shaping future state operating models in close collaboration with commercial, operational, and technology stakeholders
Overseeing the modernisation of the Tourplan user experience and holding external partners accountable for delivering high quality, outcome driven digital experience
Sponsor and actively participate in Design Thinking workshops with business stakeholders
Approve future-state service blueprints and journey maps, ensuring they deliver business outcomes
Challenge the business to abandon legacy ways of working, not just automate existing processes
Define the "future state operating model" for sales, customer service, and supplier interactions
Ensure technology investments translate into actual process change and adoption
Own the AI CoPilot product vision and roadmap – accountable for ROI, not just delivery
Define the end-to-end quote-to-win process transformation: from email inquiry to proposal sent
Ensure sales reps never touch legacy Tourplan for quoting – design the process to make this possible
Set and track business KPIs: quote turnaround, win rate, quotes per agent per day
Manage the suppliers’ relationships
Work with UX Expert to define AI interaction patterns: when AI suggests, when humans decide, how to iterate
Coordinate with Data Product Owner to ensure RAG knowledge bases deliver accurate, useful AI outputs
Own the product strategy for modern front-end experience of Tourplan
Define which Tourplan functions get modernised
Ensure the new UI eliminates complexity, not just reskins it
Drive adoption – the best UI fails if users don't embrace it
Be accountable for CRM adoption reaching >80% across all business lines
This is a change management challenge, not a technology project – own it accordingly
Define enforcement mechanisms, training programmes, and workflow automation
Work with UX Expert to identify and eliminate friction points that block adoption
Ensure CRM becomes the genuine "single source of truth" for customer intelligence
Define how customers and agents should interact with TPG digitally
Product Owner for Customer Portal – enabling self-service that reduces operational burden
Product Owner for Nezasa deployment – agent-facing portal for FIT business
Quantify the shift: measure reduction in calls, emails, and manual operational work
Lead and develop the Digital Products team (UX Expert, UI Engineers, BA)
Manage external development partners with clear accountability for outcomes
Coordinate with Booking Products team to ensure APIs and data availability

Your profile

What skills do I need?

Travel industry experience – you must understand tour operations, booking lifecycle, supplier relationships, and agent dynamics
Process transformation experience – proven track record of changing how work gets done, not just delivering software
Service design literacy – ability to read, critique, and approve service blueprints and journey maps; experience sponsoring Design Thinking initiatives
Digital product leadership in B2B contexts – portals, booking systems, or complex operational workflows
Strong commercial mindset – understands sales processes, conversion metrics, margin optimisation, and revenue impact
Change management awareness – recognises that technology adoption requires behaviour change and knows how to drive it
Experience managing external development partners with accountability for business outcomes, not just deliverables
Exceptional stakeholder management – ability to align senior commercial leaders around a transformation vision
CRM implementation or adoption programme experience
Agile product management certification (CSPO, SAFe, or similar) is preferred

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