Digital Lead

As the Digitisation Lead you will play a key role in leading all operations and processes behind our digitisation Strategy, managing all the touch points involved. You are accountable for the delivery of digital objectives and for the conversion of our customers onto our digital platforms.

• As the Digitisation Lead, you will evaluate, test and implement new systems for the operations teams, ensuring system changes are defined and approved, and coordinate all applicable programs by providing clear direction and updates, seizing opportunities, and adapting to the evolving needs and priorities of our customers
• Conversion of customers onto our channels of choice
• Channel optimisation
• Supporting the technical teams in upgrading and improving contact centre management tools and act as core contact for stakeholders / suppliers relating to omni-channel communications
• Build and implement processes to simplify, automate and reduce unnecessary workload.
• Act as the voice of the customer, ensuring all impacting process and communications meet the needs of customers
• Communicate technology enhancements for the App with the wider teams to ensure that we are up to date with key developments
• Actively work with the App development team and provide key insight to support the shaping of the development roadmap to ensure that it aligns with feedback and key issues