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Hi, I’m Ben Wylie, a digital transformation leader with 15+ years delivering global CX, IVR, CCaaS, automation, data insights and AI programmes. I’ve consistently reduced costs, boosted customer satisfaction and enabled data-driven decision-making across complex, multi-country programmes. I blend strategic vision with hands-on technical depth across contact centre technology, agentic AI, Power Platform, data analytics and conversation design. I’ve led large-scale migrations, built global standards for CX/UX, and partnered with executives to secure multi-year funding and drive scalable, future-proof CX solutions.…Hi, I’m Ben Wylie, a digital transformation leader with 15+ years delivering global CX, IVR, CCaaS, automation, data insights and AI programmes. I’ve consistently reduced costs, boosted customer satisfaction and enabled data-driven decision-making across complex, multi-country programmes. I blend strategic vision with hands-on technical depth across contact centre technology, agentic AI, Power Platform, data analytics and conversation design. I’ve led large-scale migrations, built global standards for CX/UX, and partnered with executives to secure multi-year funding and drive scalable, future-proof CX solutions.

Ben Wylie

AI Strategy Consultant, Project Manager, Product Designer, +6

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Hi, I’m Ben Wylie, a digital transformation leader with 15+ years delivering global CX, IVR, CCaaS, automation, data insights and AI programmes. I’ve consistently reduced costs, boosted customer satisfaction and enabled data-driven decision-making across complex, multi-country programmes. I blend strategic vision with hands-on technical depth across contact centre technology, agentic AI, Power Platform, data analytics and conversation design. I’ve led large-scale migrations, built global standards for CX/UX, and partnered with executives to secure multi-year funding and drive scalable, future-proof CX solutions.…Hi, I’m Ben Wylie, a digital transformation leader with 15+ years delivering global CX, IVR, CCaaS, automation, data insights and AI programmes. I’ve consistently reduced costs, boosted customer satisfaction and enabled data-driven decision-making across complex, multi-country programmes. I blend strategic vision with hands-on technical depth across contact centre technology, agentic AI, Power Platform, data analytics and conversation design. I’ve led large-scale migrations, built global standards for CX/UX, and partnered with executives to secure multi-year funding and drive scalable, future-proof CX solutions.

Available to hire

Hi, I’m Ben Wylie, a digital transformation leader with 15+ years delivering global CX, IVR, CCaaS, automation, data insights and AI programmes. I’ve consistently reduced costs, boosted customer satisfaction and enabled data-driven decision-making across complex, multi-country programmes.

I blend strategic vision with hands-on technical depth across contact centre technology, agentic AI, Power Platform, data analytics and conversation design. I’ve led large-scale migrations, built global standards for CX/UX, and partnered with executives to secure multi-year funding and drive scalable, future-proof CX solutions.

Skills

Experience Level

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Language

English

Fluent

Work Experience

Global Programme Owner at Worldpay

June 1, 2025 - September 22, 2025

Delivered multiple global CCaaS & IVR cloud migrations, consolidating legacy platforms into a single global instance. Introduced automation and AI solutions across Power Apps, Power BI and Power Automate, improving reporting speed and operational efficiency. Worked with executives to shape 3–5 year roadmaps and secure funding for major programmes. Advised on CX/UX design to ensure alignment between customer journeys and technical solutions. Optimised data architecture and reporting, enabling faster insights and improved decision-making.

UK IVR Programme Owner at Worldpay

April 1, 2020 - September 22, 2025

Owned and executed UK IVR strategic roadmap, delivering enhancements that improved CX and agent experience. Reduced time in IVR by 40% and increased customer identification by 30%, enabling faster and more tailored journeys. Introduced self-service capabilities in IVR, eliminating unnecessary agent interactions. Collaborated with US counterparts, operations and voice teams to align features globally and deliver optimal solutions.

Senior Insight Specialist at Worldpay

January 1, 2017 - September 22, 2025

Created customer onboarding data insight process. Automated telephony reporting through scripting, reducing manual workload. Designed and delivered new servicing platform reporting suite. Acted as data consultant to ensure consistency across UK operations.

RBS EUDA Manager at RBS

January 1, 2010 - January 1, 2014

Founded EUDA team in Finance, leading developers to full robotic capability. Developed around 200 automated processes (SQL, VBA, Excel, screen scraping), driving efficiency and compliance. Passed multiple audits as part of RBS merchant business divestment. Documented all processes and maintained audit-ready records.