Michael Page UK
Digital Contact Centre Experience required
About Our Client
Our client is one of the UK’s leading financial institutions with over 200 years of history. The were established in the early 1900s and have been steadily growing the company with excellent customer service. The business have invested over £72 million into a digital transformation across the entire company and we are now in the process of looking for a new Head of CX to provide leadership to Digital Customer Operations to transform customer experience’s. You will play a pivotal role in the transformation of the company’s plans.
As the Head of CX and Digital Transformation – Contact Centre you will be responsible for:
Promoting the organisation’s Digital Customer Operations (DCO), Digital Employee Operations (DEO) and Digital Learning Operations (DLO) practice and principles while leveraging their assets.
Improving the customer experience
Engaging with clients in rethinking their process and Contact Centre administration operations to drive the best experience at an optimal cost.
You will drive the design and implementation of Contact Centre transformation programs, supporting the future business outcomes across a portfolio of new and existing clients.
The Successful Applicant
The successful candidate will have the following skills:
Experience within commercial modelling and sizing
Understanding of the latest Technology trends in the market and development of the relevant solutions for implementation
Experience of solutions for Contact Centres
Exceptional customer management & Employee/Customer query resolution skill
Cross-sector experience, including Insurance & Financial Services, Manufacturing, Media & Entertainment, Retail and Technology based companies.
Experience in handling different kinds of Contact Centre process like inbound, outbound, sales & marketing campaigns, handling employee queries, customer support desk
Potential knowledge of working on leading service desk platforms like ServiceNow, Zendesk, Jira.
Experience in working on integrated Contact Centre environment consisting of technology for Delivery & Service Management, WFM, Learning, Reporting & Analytics and Quality
Process Improvement including methodologies such as Lean; Six Sigma.
Flexible to working patterns as required, 24/7/365 availability, including willingness to work on weekends, and outside of the “standard” work day.
You must have the following in addition to your subject matter expertise:
Demonstrable track record in Contact Centres
Excellent communication skills
Strong interpersonal skills with high levels of enthusiasm
Drive and commitment to own and deliver outstanding work
Experience of running multiple projects, at times in parallel
Evidence of thought leadership and innovative thinking
What’s on Offer
The successful Head of CX and Digital Transformation will receive the following benefits:
Competitive Salary £60,000 – £80,000
Laptop + work equipment provided
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