Sorry, this job is no longer available
Please use the search to find another job.
Please use the search to find another job.
Customer Engagement Manager (Automation)
London
About the Role
We are Working with a fantastic business based in London whom are looking for Customer Engagement Manager (Interaction - Automation) to focus on transforming the Customer Experience Journey. In the role you will work across a wide variety of different projects and platforms for their business. You will be focused on the businesses long term automation strategy.
The business operates a hybrid working model 70/30 split, the Office is in Central London and is a really fantastic working environment.
Job Responsibilities
- Review & plan initiatives to enhance the user & costumer experience for the business & suggest improvements to the business
- Provide business analysis on any trends & anomalies making any recommendation's to improve the business strategy.
- Maintain & manage the live chat-bots, IVR’s and Robotic Process Automation (RPA) for the business.
- You will be managing a team of Automation Analysts (help & encouraging the team to define & progress the business strategy inline with the business requirements & goals).
- Identifying areas to implement further automation to drive business operational efficiency's, cost savings; to improve the overall customer experience.
- Collaborate with other areas of the business to help improve automation for the - email/ live chat/ business/ WFM.
- Optimise applications for maximum efficiency and business functionality
- Contact Centre/ Customer contact automation experience
- Impact delivery & management experience
- Agile Methodologies (agile-scrum development) - project manage change & oversee the delivery of the automation change road-map.
- Experience/ Understanding - SQL & data visualisation; e.g. Looker &/OR Tableau.
- Ideally exposure to - Zendesk ticketing system, Salesforce, Amazon Connect OR Lex.
- You will have a strong analytical mindset but with the customer at the heart of your thoughts.
- You will be able to work independently, manage a team and assist cross functionally to bring the best out of the CEX/ customer journey for the customer.