Digital Channels Experience Manager

Digital Channels Experience Manager- UK (remote with some travel) – £70-90K plus great benefits

THE COMPANY

My client is one of the leaders within the global consumer service industry. With a matrix organisation and many brands from technology to energy sitting under their remit; they are constantly looking at ways to improve their customer experience via digital channels from webchat, community, AI to Chatbot.

The Role

With digital conversations becoming a key part of their emerging strategy, they are investing in the team’s growth. This role will be managing a small team of 4 and will rely heavily on someone who is collaborative, innovative and great at working across a multitude of stakeholders.

The digital conversation team is expanding to drive the channel’s growth whilst also looking at ways to optimise and manage the current performance of our existing operations.

On a day to day basis, you will:

· Support the Head of Channels in the BAU and strategic management of Non-Voice channels across onshore and offshore. Non-Voice Channel Examples: Live chat, Messaging, Social Media Customer Care, Communities & Trustpilot.

· Be the domain expert on the non-voice platforms, fully understanding how the platforms work and the levers to pull in order to drive performance, without negatively impacting the strategic direction of the programme

· Provide analytical reports and detailed analysis to ensure that data driven decisions are executed in alignment with the strategic directive of reducing operational spend

· Lead multiple change transformation projects on behalf of Digital Conversations to ensure projects are designed and delivered in line with strategic directive of reducing operational spend

· Work closely across all Digital Product Owners to continually optimise our online offering

· Build close working relationships with operational teams to drive a collaborative approach to optimising performance at locations both onshore and offshore

· Work with L&D to ensure regular training is conducted for agents across soft skills, product & system

· Monitor and track Webchat operational performance across key KPIs to identify any issues or opportunities with an action-oriented mind set to put the required plans in place

· Support and lead channel analysts with their development

About you:

· You’ll have come from a service centric organisation where you have will be the expert for everything relating to digital conversations with customers

· You’ll provide thought leadership on ways to continually reduce operational spend and improve customer experience through digital contract channels

· You’ll be a domain expert in Live Chat, Messaging Platforms, with extensive experience of working collaboratively with contact centres

· You will have had notable achievements around improving digital experience for customers

· You’ll have management experience.