Head of Digital Customer

Knowledge

As the business owner of the Digital CX Estate, Live Chat and Social Media Channels drive the e2e customer experience strategy and design, develop systems and processes that realise that design, and ensure its effective delivery.

Lead the delivery of a coherent and compliant digital estate whilst developing a long term strategic aim for Digital Customer Service Experience.

Accountable for the delivery of Atlanta’s Digital CX Strategy and the transformation of the Atlanta’s Digital CX Estate through positive leadership and collaboration with internal and external specialist teams.

Experience of Optimising Online Customer Channels

Experience of working in a regulated environment and to strict requirements

Experience of the UK Personal Lines Broking / Insurance Industry

Solid understanding of Digital Customer Services

Skills

Decision Making - Identifies and analyses information to make decisions and solve problems

Define, design & implement the full end to end customer lifecycle to ensure that the user experience for our Digital Customers joins up with wider Atlanta strategies.

Lead Atlanta’s Digital Centre of Excellence providing a best in class digitally assisted journeys & develop ways to drive customers to the optimal channels through the Optimisation Of FAQs, Virtual Assistants, Voice IVR Or other digitally enabled solutions .

Develop governance and controls to monitor online performance and customer satisfaction.

Own and develop online portals across Atlanta in order to enhance customer self-service experience.

Ability to communicate complex technical matters in a non-complex way

Excellent interpersonal, written and verbal communication skills.

Ensure all online customer journeys through the portal and live chat comply with regulation and the digital governance framework.

Develop and deliver a continual long-term digital strategy and collaborate effectively with business leaders to ensure it evolves in line with industry trends and enterprise goals & to enable the achievement of business objectives as well as cost efficiencies and return on investment.

Behaviours

Innovative

Ability to plan

Teamwork & Collaboration - Fosters a sense of teamwork, leverages differences, and facilitates the effective interaction and contribution of others to achieve goals

Self-motivated and can work on own initiative, with minimal guidance

Good Communicator

Inspiring teams to think “outside of the box” and go the extra mile.

Proactive with the ability to drive continuous improvements

Ability to prepare and present reports to Senior level