Platforms, Data & GenAI

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Principal / Lead Product Manager • Regulated industries (fintech, telco, airlines / travel)

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📧 [email protected] 🔗 linkedin.com/in/jamesgill123

Principal/Lead Product Manager with 12+ years delivering platform, data and GenAI products at enterprise scale across fintech, travel and airlines.

Built a time-boxed GenAI prototype (Synthea) during parental leave to maintain hands-on currency; case study below.

QUICK SNAPSHOT

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🤖 25% query-time reduction

GenAI @ IAG • 2,000+ agents

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📊 £17M annual uplift

ML + Data @ TUI • 95 sources

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⚡ 3-5d→15m onboarding time

Fintech @ Vanquis • KYC/AML

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⭐ 33M cardholders • 4.7★ rating

Global loyalty app @ Mastercard

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💷 £105M five-year B2B pipeline

White-label fintech @ Vanquis

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🧾 £12M checkout conversion value

Payments flow @ Thomas Cook

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Case Studies

Case studies are high-level; sensitive details redacted.

Client: IAG — GenAI Customer Service

AI Product Lead • 2024

Rolled out GenAI support for BA customer service; shaped governance + rollout approach for wider airline group adoption.

CONTEXT

• Large airline group transformation programme (multi-brand)
• Goal: reduce agent handling time and improve response quality with compliant GenAI

WHAT I OWNED

• Product roadmap + prioritisation across pilot → rollout
• Governance framework (risk, transparency, bias monitoring, controls)
• Stakeholder alignment across ops, tech, risk/compliance

WHAT WE BUILT

• Agent-facing GenAI assistance integrated into customer service workflow
• Reusable components for NLP + computer vision use cases
• Rollout plan + operating model for expansion

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✅ IMPACT

• 25% reduction in query handling time across 2,000+ agents
• ~30% reduction in AI development cost via reusable components </aside>

ARTEFACTS

Client: TUI — Data Platform + ML Personalisation

Senior Product Manager • 2017–2018