Function:
Omni-Channel Processes & Tooling Department:
Digital, Data & Transformation Reports to:
Product Manager Duration:
3 Months with extensions Location:
Leeds, Stoke or Newbury (willing to travel to other offices weekly) Role Purpose: Within the next 3 years, our client will deliver award-winning, omnichannel experiences that our customers and users love, our competitors envy and our industry recognises as best in class. This role is responsible for supporting our client in delivering a best-in-class customer journey across their Voice, Chat, Email and Messaging touchpoints. You will discover, define and design experiences and journeys that are grounded in research, data and insights, and deliver ongoing value to our customers and our users. Working closely with our clients' Technology team, as well as various stakeholders across the business, feeding into the strategy and design of our core communication journeys. You will apply design principles to create an efficient and customer-centric omnichannel flow that improves agent productivity, customer experience metrics and reporting capabilities. You will be responsible for working alongside the Lead Product Manager to define the strategy of our Voice, Chat & Messaging platform and capture the needs and requirements of EBU stakeholders through F2F interactions and workshops. You will design customer experience journeys/maps and user flows across multiple touchpoints to create truly omni-channel flows. You will use extensive research to define the experience of our customers who interact with us via Telephone, Web Chat, Email, Bots etc. Core competencies, knowledge and experience: Contact centre transformation/optimisation and experience working with IVR systems to design system workflows. Experience delivering omni-channel journeys across various touchpoints and sales channels. Ability to turn insights into strategic recommendations through compelling narratives and storytelling. Experience planning, conducting, analysing and presenting back quantitative and qualitative research studies. All competencies expected with demonstrated practical experience in a complex, multi-segment, services organisation. Key performance indicators: Delivery of optimal user journeys across all key touchpoints. Deep understanding of customer requirements, demonstratable through research and/or industry insights.
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Omni-Channel Processes & Tooling Department:
Digital, Data & Transformation Reports to:
Product Manager Duration:
3 Months with extensions Location:
Leeds, Stoke or Newbury (willing to travel to other offices weekly) Role Purpose: Within the next 3 years, our client will deliver award-winning, omnichannel experiences that our customers and users love, our competitors envy and our industry recognises as best in class. This role is responsible for supporting our client in delivering a best-in-class customer journey across their Voice, Chat, Email and Messaging touchpoints. You will discover, define and design experiences and journeys that are grounded in research, data and insights, and deliver ongoing value to our customers and our users. Working closely with our clients' Technology team, as well as various stakeholders across the business, feeding into the strategy and design of our core communication journeys. You will apply design principles to create an efficient and customer-centric omnichannel flow that improves agent productivity, customer experience metrics and reporting capabilities. You will be responsible for working alongside the Lead Product Manager to define the strategy of our Voice, Chat & Messaging platform and capture the needs and requirements of EBU stakeholders through F2F interactions and workshops. You will design customer experience journeys/maps and user flows across multiple touchpoints to create truly omni-channel flows. You will use extensive research to define the experience of our customers who interact with us via Telephone, Web Chat, Email, Bots etc. Core competencies, knowledge and experience: Contact centre transformation/optimisation and experience working with IVR systems to design system workflows. Experience delivering omni-channel journeys across various touchpoints and sales channels. Ability to turn insights into strategic recommendations through compelling narratives and storytelling. Experience planning, conducting, analysing and presenting back quantitative and qualitative research studies. All competencies expected with demonstrated practical experience in a complex, multi-segment, services organisation. Key performance indicators: Delivery of optimal user journeys across all key touchpoints. Deep understanding of customer requirements, demonstratable through research and/or industry insights.
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