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Digital Product Owner

Knowledge

Deep understanding of digital experience and capabilities with proven success in achieving outcomes such as improved customer experience, containment rates and reduction to live conversational volume.

You’ll play an important part in the growth of our business by helping us create, design, improve and maintain the performance of Atlanta’s latest digital self-service channels.

Knowledge of optimising performance on Digital Self Service Channels with the ability to demonstrate understanding of digital-first strategies & practices, and implement solutions to meet customer needs.

Experience of conversational AI and automation, including NLP (natural language processing) especially for IVR and virtual assistants.

Understanding of the latest content and social media trends and the ability to use best practices to enhance customer journeys and experiences.

Experience with customer data & analytics and using this insight to inform progressive improvements to self service solutions and present these findings to key stakeholders

Skills

From the get-go, you will be monitoring the day-to-day performance of our self-service channels and improving performance where required.

Defining and mapping processes and digital customer journeys for the conversational automation of customer interactions and transactions.

You will develop the content that will help us achieve short-term and long-term digital targets.

You’ll be part of a team that values curiosity, customer insight, bold ideas, and challenging the status quo to make the right decisions on initiatives for our customers.

Proven experience managing stakeholder relationships

You’ll have proven leadership skills, which you will use to help your team perform to their best standard.

Through continuous learning, discovery, and collaboration you’ll identify gaps in our content and recommend new topics which will reduce contact centre traffic.

Behaviours

You’ll be an ambassador for our customers, putting yourself in their shoes and striving to improve their experiences every day.

You’ll be part of a team that values curiosity, customer insight, bold ideas, and challenging the status quo to make the right decisions on initiatives for our customers.

Proactive with the ability to drive continuous improvements

Leading, developing and coaching your team, actively engaging and supporting their growth within our business.

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