Digital Optimization Manager

Accountancy jobs >> Accounting/Financial/Insurance




Role: Digital Operations Manager
Employment Type: 35 hours per week – Permanent
Location: HOMEWORKING but must be based within commutable distance to one of our offices in Nottingham/Wimbledon or Brighton
Domestic & General’s purpose is to keep our customer’s world running by delivering an essential service that never lets them down. We are on an exciting journey, transforming our business in line with the Group’s Strategy outlined in an ambitious five-year plan.
Digital transformation is central to Domestic and General’s 5 year business plan. Customers will have greater choice and better experiences with the majority of them self-serving online in the future. The digital operations manager will use digital and speech analytics to identify opportunities to reduce online failure and increase digital adoption across the digital journeys. The Digital Operations manager will also identify and measure the call reduction and customer experience benefits achieved as a result of digital initiatives as we progress along the transformation roadmap
Main duties include:
* Work closely with the Digital Product Owners to understand the delivery roadmap and the potential impact of each initiative to call profile and volumes
* Establish what each of the Digital Transformation initiatives is targeting in terms of call reduction
* Validate and report on call reduction benefit realization to share with the wider business and inform Contact Centre planning
* Support the Drive to Digital managers by providing a view of what can be moved online when and how well it is working.
* Apply a forensic view of digital journey funnels. Recommend tactical and strategic changes to reduce drop out and/or manage demand failure
* Work closely with the Digital Analysts to proactively identify customer journey solutions to areas of focus identified in MI reports and dashboards.
* Support the Product Owners in developing online journeys which reduce inbound calls and enable customers to complete a seamless end-to end digital journey via mobile and desktop.
* Use knowledge of customer online drop out to inform strategy to manage demand failure (FAQs, Chatbots, Live chat).
* development of support functions.
Responsibilities and essential requirements
* A passion for understanding customer behaviour and identifying ways to meet their needs.
* Advantageous to have knowledge of Google Analytics reporting and Speech miner
* Demonstrate a strong attention to detail and the ability to work with agility and accuracy
* Great stakeholder management
* An insightful, inquisitive, forward thinking, and analytical mind, able to interpret data, develop insight-based plans and challenge the status quo.
* Proven analytical, diagnostic, and multitasking skills with focus on execution
* Adopt a commercially minded approach to digital transformation roadmaps, reacting and prioritising in line with business and trading objectives
In return, we offer:
* Competitive salary and discretionary bonus
* Salary Finance – a dedicated online portal offering lending and saving facilities, financial wellbeing and support services
* Health Cash Plan – claim money back towards essential healthcare, including a virtual GP service)
* 25 days’ annual leave with an annual option to buy up to 5 additional days of annual leave
* Life Assurance (4 x salary)
* Access to health and wellbeing services
* Cycle to Work Scheme (bike & cycling equipment worth up to £1,000)
* Corporate Discount (up to 50% discount on the costs of D&G Protection Plans)
* Access to ‘D&G Discounts Benefits Website’ with exclusive shopping discounts, cashback and travel services for all UK employee
  • 1
  • Negotiable
  • None
  • None
  • CV-87748
  • Permanent
  • 0

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