Job Title: Digital Channel Consultant

FTC contract for 3 months

Role Overview

Joining at an exciting time we’re looking for an interim digital leader that will help us move into a new phase with our digital channels across web and app.

We are looking to transition our business and this role will play a pivotal role along with other leaders in the business to help us shape new ways of working amongst our product, design and developer teams. We’re looking for someone who has previously implemented the Product Operating model approach, who can kickstart our journey to this way of working with the web and app teams.

Leading a newly formed team of Sales and Service Product owners we are also looking for someone that will help lead the strategy and execution of the company's digital customer experience across all platforms (website, app, chatbots, etc.). Reporting directly to the Director of Products & Propositions, you will work closely with cross-functional teams, including marketing, IT, UX/UI design and product development, to create engaging, intuitive, and innovative digital solutions that enhance Customer Satisfaction, Sales, Service and retention.

You’ll be an experienced and self-motivated leader with a real hunger for digital innovation and transformation and be passionate about creating an agile digital culture.

Key Responsibilities

Help design, develop and implement our new ways of working

• Work with senior leaders in the business to shape and put into practice our future operating model

• Work closely with our Head of CX/UX/UI, Product Director and Head of Engineering to improve our ways of working to better reach outcomes

Develop and Execute Digital Experience Strategy

• Lead the creation and implementation of a digital experience roadmap, ensuring alignment with the company’s strategic marketing objectives.

• Drive digital transformation initiatives to enhance the customer journey and engagement.

Customer-Centric thinking

• Working with the Head of UX/UI you will develop user-friendly, intuitive digital interfaces (web, mobile, app) that enhance the customer journey from onboarding to service delivery.

• Utilize customer feedback, analytics, and insights to continuously improve the digital customer experience.

Collaboration with Marketing and Cross-Functional Teams

• Collaborate with Product, IT, and Customer Operations teams to ensure seamless delivery of digital projects.

• Work closely with the Marketing Director to ensure that digital experience strategies align with overall marketing campaigns and initiatives.

• Influence senior stakeholders to prioritize digital experience initiatives, securing buy-in and necessary resources.

Data-Driven Decision Making

• Leverage data and analytics to identify areas for improvement, optimizing digital touchpoints to improve customer satisfaction, reduce churn, and drive revenue.

• Track key performance indicators (KPIs) related to digital experience, such as customer satisfaction scores, conversion rates, and engagement metrics.

Innovation and Continuous Improvement

• As a key leader, you will play a critical role in our digital transformation, developing digital infrastructure and developing digital approaches that ensure our digital touchpoints offer the best possible experience and align with business goals, brand values, and the latest industry trends.

• Foster a culture of continuous improvement and innovation within the digital team.

Team Leadership and Development

• Lead, mentor, and grow a high-performing Digital Product Ownership team across both Sales & Service.

• Promote a culture of creativity, collaboration, and customer focus.

Key Qualifications

Proven Experience: Leadership experience in digital experience or a similar role, preferably within the telecom, tech, subscription or digital services sectors. Experience of Product Operating Model execution is essential

Technical Expertise: Deep understanding of web/mobile app development. - Experience with customer experience platforms, CRM systems, analytics tools, and digital transformation methodologies.

Customer-Centric Mindset: Demonstrated ability to place customer experience at the heart of decision-making and strategy. - Proven track record of improving digital touchpoints to drive higher customer satisfaction and engagement.

Outcome based Decision Making: Demonstration of making decisions based on required outcomes and KPIs to drive continuous improvement

Strong Analytical Skills

Ability to interpret data to drive meaningful insights and improvements. Along with experience with A/B testing, user research, and leveraging customer data to inform decisions.

Leadership and Communication

We’re looking for someone with excellent communication skills, stakeholder management experience, leadership skills and experience of digital transformation or the successful implementation of significant digital change within an organisation.

As a recognised Top 50 Inclusive Employer in the UK, we know that diversity means success and innovation. We want our workplace to reflect the communities and customer we serve. Being inclusive is part of our DNA; we are all 100% human, and we create a culture where you can truly be yourself.

We’re also not your usual 9-5. We are a dynamic workplace and we want to talk to you about how you like to work.