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Head of CX and Digital Transformation BPO - £70K

Michael Page Technology
Job LocationBirmingham
EducationNot Mentioned
Salary60,000 - 70,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

We are looking for a Head of CX for a exciting Digital Contact Centre Transformation opportunity based in the UK. BPO experience is required.Client DetailsOur client is one of the UKs leading financial institutions with over 200 years of history. They were established in the early 1900s and have been steadily growing the company with excellent customer service. The business have invested over £72 millioninto 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 experiences. You will play a pivotal role in the transformationof the companys plans.DescriptionAs the Head of CX and Digital Transformation - Contact Centre you will be responsible for:

  • Promoting the organisations 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.ProfileThe 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
Job OfferThe successful Head of CX and Digital Transformation will receive the following benefits:
  • Competitive Salary £60,000 - £70,000
  • Company Bonus
  • Fully Remote
  • Company Health-care
  • Laptop + work equipment provided

Keyskills :
Digital Contact Centre Experience required

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