• Competitive
  • Sydney, New South Wales, Australia
  • Permanent, Full time
  • Bluefin Resources
  • 22 Sep 17

Senior Manager, Digital Self Service transformation

About the company

My client is a large well-known telecommunications provider that is a very customer-focussed organisation. They have an excellent culture, with low staff turnover, excellent training and development and advanced working practices, wiht the opportunity to wokr from home 1-2 days per week

About the role

This role is end-to-end accountable for digital self-service imporovement and adoption. Key to this is ensuring digital self service channels (such as desktop, mobile, app and virtual agent/chat bot) are industry leading and that revenue and cost saving targets are met by promoting these channels to customers.

The role will manage a small team of self-service experts to plan, design, measure and improve self-service adoption campaigns and to optimise customers' self-service experience to increase uptake and repeat usage. The cpmpany is looking to make some big changes to their digital communication channels, so this is a great opportunity to drive digital transformation in a company that is hungry for change

Responsibilities include:
  • Develop and align the self-service business strategy across multiple senior stakeholders
  • Translate strategy into capability framework & business requests and drive prioritisation of roadmap
  • Plan, execute, measure and improve self-service adoption campaigns across multiple execution channels
  • Plan and request CX insights, data analytics and campaign automation to build a 360 degree view of the customer and omni-channel capability

Person description:
  • 10+ years digital product and/or marketing experience from an industry, agency or consulting background with a strong customer service focus
  • A clear vision for the future of the telco industry and how they continue to engage with customers
  • Experience/ an understanding of AI/ Chatbots and how they increase customer engagement a huge advantage
  • Either telecommunications or finance industry experience is desirable but not essential
  • Digital customer value management experience in an omni-channel environment
  • Successful track record in customer segmentation and targeting (personalisation)

Referral incentive scheme - earn $500:

Interesting but not right for you? If you refer someone that I place in a permanent role you will receive a $500 Westfield voucher to say thanks :


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  • SpecialtiesTechnology, Risk, Compliance & Audit, Data Analytics, Project Services & Change Management, Sales / Pre Sales, Digital, Marketing, Product & Communications, Wealth Management & Insurance, Banking & Finance, Market Research, Taxation, Actuarial
  • Websitewww.bluefinresources.com.au
  • IndustryStaffing and Recruiting
  • TypePrivately Held
  • HeadquartersLevel 40 Australia Square 264-278 George Street Sydney, NSW 2000 Australia
  • Company Size11-50 employees
  • Founded2003