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Digital Experience Propositions Manager (Self-Service)

Greater London Permanent £60000.00 - £75000.00 per annum + L/W and Bonus

Digital Experience Propositions Manager (IVR, Webchat or Chatbot) – London – up to £75K plus L/W and Bonus

THE COMPANY

My client is one of the UK’s no. 1 brands in the service industry; with the ultimate goal being around customer engagement, it’s no surprise that they are investing heavily in their online customer experience with the goal of increasing NPS and decreasing contact centre cost.

As demand grows… so does the team! As a result, I have 3 x Digital Props Manager who will be focusing on IVR, Webchat and Chatbot. If you have owned any of those propositions, you should apply!

THE ROLE

The Digital Experience Proposition Manager(s) will be accountable for shaping the customer experience strategic roadmap and delivery of change, including business and operational demand, optimisation, and continuous performance. The role will lead and develop a high-performance team, setting the direction and providing the necessary support to deliver service excellent and ensure robust governance processes to manage workload and priorities.

Key Responsibilities Include:

· Development of the strategic roadmap with business case creation and benefit planning to delivery relevant changes through live pilots and full launches

· Work with key stakeholders across the business to ensure a broad range of requirements and considerations are captured, and aligned to strategic roadmap

· Identify risks, issues and dependencies, proactively intervening to remove blocks

· To ensure that solutions deliver measurable improvements in line with the defined customer experience and contact strategies

· Lead and develop the team to deliver service excellence.

Please ONLY apply if you possess the following:

· Experience in managing complex projects in either IVR, Webchat, Chatbot – or better still… all 3!

· Strong track record in leading and motivating teams to execute change to a high standard

· Ability to communicate and engage across the business with stakeholders at all levels

· Great influencing skills

· Experience in designing and delivering world class customer experiences

· A definite advantage would be evidence of working within both agile and waterfall change methodology.

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Job Information

Job Reference: JO-1908-152090
Salary: £60000.00 - £75000.00 per annum + L/W and Bonus
Salary per: annum
Job Duration:
Job Start Date: ASAP
Job Location:
Job Industry:
Job Industries: eCommerce Jobs
Job Locations: Greater London
Job Types: Permanent
Job Skills: Digital customer experience, IVR/Webchat or Chatbot, Online Self-Service

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Digital Experience Propositions Manager (Self-Service)

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