AI Transformation Lead

About the role

Substance is hiring an AI Transformation Lead in Singapore, a senior role focused on enterprise adoption of AI and intelligent automation rather than pure model building. The role addresses disconnected pilots, legacy systems, high OPEX in customer support and network operations, and the need to modernise while keeping operations stable. Candidates with a background in digital, data, automation or large-scale transformation and recent exposure to AI initiatives are highly relevant.

Key responsibilities

• Define and drive an AI transformation roadmap across Network, CX, Digital and Operations, identify high-impact use cases tied to revenue, efficiency and retention, and partner with the C-suite on aligned investments.
• Lead deployment of initiatives such as predictive network maintenance, customer service automation, churn prediction, intelligent pricing and personalisation, fraud detection and risk systems, scaling them beyond pilots.
• Work with CTO, CDO, Product and Operations teams, translating technical AI capabilities into business language and managing vendors, internal teams and partners.
• Evaluate AI vendors and platforms (GenAI, MLOps, automation tools), avoid overinvestment in low-ROI tools and build scalable partnerships.
• Reduce manual workflows with AI automation, improve efficiency in network and service operations, and drive measurable KPIs on cost savings, speed and customer experience.

Required profile

• 10-15+ years in digital transformation, data, technology, product or enterprise change roles in telco, tech, consulting or large enterprises.
• Proven track record leading complex, cross-functional transformation programmes.
• Hands-on experience deploying advanced analytics, automation, machine learning or AI solutions in real business settings.
• Experience working with C-suite stakeholders and influencing technical teams, business units and vendors in large, matrixed organisations.
• Preferred: telco, digital infrastructure, SaaS, consulting or other large-scale, regulated or legacy-heavy environments.

Candidates are contacted within 1-2 weeks if they are a strong match; otherwise they are kept in mind for future opportunities.