Job Description
H&L is seeking an AI lInnovation Lead to join our growing team in Australia!
About the Organisation
H&L POS (Hospitality & Leisure) is a leading provider of point-of-sale and integrated business management solutions purpose-built for the hospitality and food & beverage sectors. With more than 30 years of industry experience, H&L delivers flexible POS, back-of-house, inventory, workforce management and reporting systems that help hotels, pubs, restaurants, bars, clubs, cafés, liquor retailers and event venues operate efficiently and profitably.
Our platform connects front-of-house sales with stock control and data management, supports online ordering, table service, reservations and advanced reporting, and integrates with more than 150 hospitality technology partners. H&L’s customer-centric approach and deep sector expertise enable operators to focus on delivering exceptional guest experiences while maintaining visibility, control and sustainable growth across their businesses.
The Opportunity
H&L is entering its next phase of growth and performance improvement. As a well-established hospitality technology provider with more than 30 years in market, we have a strong customer base, a respected product suite, and significant opportunity to modernise how we operate and compete.
We are seeking a senior, hands-on AI leader to drive the practical integration of AI across the business — not as a concept, but as a measurable driver of revenue growth, operational efficiency and customer retention.
This is not a research or advisory role. It is a transformation mandate.
The AI Innovation Lead will work directly with the Managing Director and leadership team to redesign workflows, improve commercial performance, embed AI into our product and internal operations, and deliver tangible business outcomes.
Success in this role will be measured by impact — improved margins, reduced churn, stronger customer engagement and faster execution across the organisation.
Key Responsibilities
1. Enterprise-Wide AI Transformation
Redesign business workflows across departments using AI and automation
Identify operational bottlenecks and implement practical AI-enabled improvements
Embed AI into day-to-day operating processes, including forecasting, churn detection, onboarding, support triage and payments optimisation
Establish scalable AI operating standards, controls and governance frameworks
Partner with the Managing Director and senior leadership team to define and execute the AI transformation roadmap
2. AI-Enabled Product & Revenue Innovation
Design and build AI-powered product enhancements that create competitive differentiation
Identify and validate new revenue opportunities driven by AI capabilities
Develop prototypes and pilots to test commercial viability before broader investment
Support pricing and packaging strategies for AI-enabled offerings
Ensure AI initiatives align with customer value and market demand
3. Customer Engagement & Validation
Engage directly with hospitality customers to understand operational challenges
Use working demonstrations and pilots to validate assumptions
Measure adoption, satisfaction and commercial impact
Communicate clearly and responsibly about AI capabilities, limitations and safeguards
Build trust through transparency and practical outcomes
4. Commercial & Outcome Ownership
Define clear success metrics tied to business performance, including:
Revenue growth
Retention improvement
Margin expansion
NPS improvement
Deal velocity
Operational efficiency
Prioritise initiatives based on measurable commercial impact
Test and validate initiatives pragmatically, scaling those that demonstrate value
Discontinue initiatives that do not deliver measurable outcomes
5. Cross-Functional Leadership
Work closely with Engineering, Product, Sales and Operations leaders
Align teams around clearly defined business outcomes
Support capability uplift across the organisation in AI tools and thinking
Influence through credibility, evidence and results rather than hierarchy
Represent H&L externally in discussions relating to AI capability and innovation
What This Role Is Not
Not a backlog administrator or traditional product manager
Not a research-only AI strategist
Not limited to experimentation disconnected from commercial impact
Not confined to product development alone
This is a business transformation role with measurable accountability.
Required Skills & Experience
Technical & AI Capability
Demonstrated ability to design and build working AI-enabled solutions
Strong understanding of probabilistic AI systems, risk management and governance
Experience rapidly prototyping and iterating in live environments
Ability to think across systems and integrate multiple workflows
Business & Commercial Acumen
Experience driving operational or digital transformation initiatives
Strong understanding of commercial drivers in a SaaS or technology business
Ability to identify revenue opportunities and efficiency improvements
Comfort making decisions in environments with ambiguity
Customer & Communication Strength
Experience engaging directly with customers or end users
Ability to explain AI systems clearly and responsibly
Strong written and verbal communication skills
Practical, outcomes-focused leadership style
Success Profile
The successful candidate will be:
Commercially pragmatic and outcome-driven
Technically fluent yet business-focused
Comfortable working across functional boundaries
Able to influence senior stakeholders
Motivated by delivering measurable improvement rather than theoretical innovation
Why Join H&L
This is an opportunity to lead a meaningful transformation within a well-established hospitality technology business. The role offers executive visibility, real organisational impact, and the opportunity to shape how AI is embedded across an entire operating model.
About the Organisation
H&L POS (Hospitality & Leisure) is a leading provider of point-of-sale and integrated business management solutions purpose-built for the hospitality and food & beverage sectors. With more than 30 years of industry experience, H&L delivers flexible POS, back-of-house, inventory, workforce management and reporting systems that help hotels, pubs, restaurants, bars, clubs, cafés, liquor retailers and event venues operate efficiently and profitably.
Our platform connects front-of-house sales with stock control and data management, supports online ordering, table service, reservations and advanced reporting, and integrates with more than 150 hospitality technology partners. H&L’s customer-centric approach and deep sector expertise enable operators to focus on delivering exceptional guest experiences while maintaining visibility, control and sustainable growth across their businesses.
The Opportunity
H&L is entering its next phase of growth and performance improvement. As a well-established hospitality technology provider with more than 30 years in market, we have a strong customer base, a respected product suite, and significant opportunity to modernise how we operate and compete.
We are seeking a senior, hands-on AI leader to drive the practical integration of AI across the business — not as a concept, but as a measurable driver of revenue growth, operational efficiency and customer retention.
This is not a research or advisory role. It is a transformation mandate.
The AI Innovation Lead will work directly with the Managing Director and leadership team to redesign workflows, improve commercial performance, embed AI into our product and internal operations, and deliver tangible business outcomes.
Success in this role will be measured by impact — improved margins, reduced churn, stronger customer engagement and faster execution across the organisation.
Key Responsibilities
1. Enterprise-Wide AI Transformation
Redesign business workflows across departments using AI and automation
Identify operational bottlenecks and implement practical AI-enabled improvements
Embed AI into day-to-day operating processes, including forecasting, churn detection, onboarding, support triage and payments optimisation
Establish scalable AI operating standards, controls and governance frameworks
Partner with the Managing Director and senior leadership team to define and execute the AI transformation roadmap
2. AI-Enabled Product & Revenue Innovation
Design and build AI-powered product enhancements that create competitive differentiation
Identify and validate new revenue opportunities driven by AI capabilities
Develop prototypes and pilots to test commercial viability before broader investment
Support pricing and packaging strategies for AI-enabled offerings
Ensure AI initiatives align with customer value and market demand
3. Customer Engagement & Validation
Engage directly with hospitality customers to understand operational challenges
Use working demonstrations and pilots to validate assumptions
Measure adoption, satisfaction and commercial impact
Communicate clearly and responsibly about AI capabilities, limitations and safeguards
Build trust through transparency and practical outcomes
4. Commercial & Outcome Ownership
Define clear success metrics tied to business performance, including:
Revenue growth
Retention improvement
Margin expansion
NPS improvement
Deal velocity
Operational efficiency
Prioritise initiatives based on measurable commercial impact
Test and validate initiatives pragmatically, scaling those that demonstrate value
Discontinue initiatives that do not deliver measurable outcomes
5. Cross-Functional Leadership
Work closely with Engineering, Product, Sales and Operations leaders
Align teams around clearly defined business outcomes
Support capability uplift across the organisation in AI tools and thinking
Influence through credibility, evidence and results rather than hierarchy
Represent H&L externally in discussions relating to AI capability and innovation
What This Role Is Not
Not a backlog administrator or traditional product manager
Not a research-only AI strategist
Not limited to experimentation disconnected from commercial impact
Not confined to product development alone
This is a business transformation role with measurable accountability.
Required Skills & Experience
Technical & AI Capability
Demonstrated ability to design and build working AI-enabled solutions
Strong understanding of probabilistic AI systems, risk management and governance
Experience rapidly prototyping and iterating in live environments
Ability to think across systems and integrate multiple workflows
Business & Commercial Acumen
Experience driving operational or digital transformation initiatives
Strong understanding of commercial drivers in a SaaS or technology business
Ability to identify revenue opportunities and efficiency improvements
Comfort making decisions in environments with ambiguity
Customer & Communication Strength
Experience engaging directly with customers or end users
Ability to explain AI systems clearly and responsibly
Strong written and verbal communication skills
Practical, outcomes-focused leadership style
Success Profile
The successful candidate will be:
Commercially pragmatic and outcome-driven
Technically fluent yet business-focused
Comfortable working across functional boundaries
Able to influence senior stakeholders
Motivated by delivering measurable improvement rather than theoretical innovation
Why Join H&L
This is an opportunity to lead a meaningful transformation within a well-established hospitality technology business. The role offers executive visibility, real organisational impact, and the opportunity to shape how AI is embedded across an entire operating model.
💡 Quick Summary
Seeking a career-building opportunity? The AI Innovation Lead position is now open for candidates interested in the Restaurants & Food Service sector. This role in Sydney offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Restaurants & Food Service is a plus.
