Customer Journey Manager – Self Serve Adoption

Customer Journey Manager – Self Serve Adoption

Salary £42,000per year

Purpose of the role:

Capita are the UK’s largest business process outsourcer. This role is to be dedicated within a service for one of our largest clients, Telefonica UK (O2). The role sits within a wider Customer Success Team who has an immediate requirement to drive self-serve adoption and improve digital capabilities helping the organisation achieve its aims for CSI, channel shift, contact reduction, and performance, continually seeking new ways to meet the client’s critical success factors.

Reporting to the Service Improvement Manager, your role will be to take responsibility for defining and embedding self-serve channel adoption by implementing relevant marketing and promotional activity, raising awareness of existing capability within self-serve channels through understanding a customer’s behaviour and interactions, improving engagement whilst identifying new opportunities to enhance capability. You will be expected to work directly with the client to drive changes upstream and across all capita contact channels.

This role will take ownership across O2’s business segments and will be accountable for:

– Developing and embedding a self-serve campaign to drive adoption and engagement across multiple channels

– Working with the client to champion self-serve adoption optimising opportunities for promotion and improving customer experience

– Understanding the customers contact behaviour, choice of channel, digital channel usage, frequency of use and propensity to call

– Influence the client to implement more effective marketing and promotional activities to drive engagement

– Measure the impacts of self-serve adoption on customer experience and contact volumes

– Identify innovative improvements to capability to drive further usage

Role Location – UK wide- Leeds Base

* Our operation will be based across the UK including Leeds, Preston Brook, Bury and Glasgow

Overview of Key Deliverables & Accountabilities:

The broad aims of the Customer Success Department are to improve the customer experience, drive channel shift by maximising self-serve capability and adoption and eliminate failure demand.

* Develop an understanding of the customers behavior and usage of self-serve channels by exploiting available data

* Identify opportunities across a customer’s lifecycle to promote adoption, usage and engagement

* Develop and embed a self-serve campaign working closely with the client to deliver across multiple channels

* Develop business cases for change to enhance effectiveness of capability and engagement of MyO2 channels and IVR channels

* Influence and gain buy in to champion self-serve promotion

* Understand the customers’ needs when self-serve channels are not chosen and identify opportunities to educate customers

* Understand system, policy, people and process changes required to ensure the self-serve promotion campaign is as effective as possible

* Measure the impacts of self-serve adoption on the customer experience and contact volumes

* Measure the effectiveness of self-serve capability and identify opportunities to improve

* Define a multi-channel approach to driving adoption and engagement

* Managing a self-serve campaign into the operation. Embedding and driving culture change

Follow Capita on Follow Capita on Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.

Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.