Digital Service Manager
Digital transformation is a journey not a one off-event. It needs to be nurtured and grown by talented people who experiment, fail fast and innovate at pace.
We continually experiment with ways to make our journeys more intuitive, simple and enjoyable. And we’re constantly testing and trialing ways to give customers faster access to our services, more flexibility - and the richest, most rewarding experience.
All you need is the right mindset and the desire to help us create award-winning digital experiences – we work at pace, we love ideas and collaborate on agile projects.
About the role
The role will Lead the Digital Service Centre of Excellence meaning you will have accountability for the definition and execution of the online and App digital service strategy ensuring Vodafone UK exceeds challenging KPI’s that make it a standout leader in Digital service.
The role will lead a team of Digital Service Managers who have accountability of the E-2-E digital experience across all our Digital service journeys. The role will ensure these journeys are engaging, frictionless and support our customers with the ability to manage all Vodafone Products and services online. In addition, all support journeys for Vodafone’s product roadmap will need to be defined and delivered by this team to ensure a digital first support experience
The role will engage across all areas of the business to understand the drivers of customer calls and complaints and use this insight to turn into actionable deliverables that remove customer points of pain and allow them to self-serve. The role will also need to ensure a long-term focus is maintained on self service targets ensuring new capabilities & strategic programmes in the business are understood and service requirements are embedded
Things we would consider critical for the role:
• Lead Digital Service Centre of Excellence building a strategy & deliverable plans to ensure the service experience meets agreed Exco KPI’s
• Manage senior stakeholders to board level. Ensuring service strategy is understood & input from all areas of the business are considered
• Line Manage 10 Digital Service Managers responsible for managing & delivering all online & App E-2-E digital service journeys
• Use cross channel customer insight to identify new Service journeys and those that require improvement. Define how these will be delivered through the Digital channel an implement them
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