Description
We are currently looking for a Head of On line Services for a 6-12 month contract based in Dublin.
Primary focus for the in contract role will be delivery of the online service strategy, optimising the launch of a new self service capability.
- Deliver the CSB online service strategy that transforms CSB into an online business in how it interacts with its customers to achieve best practice benchmarks.
- Design and champion a net-centric approach to deliver online customer service.
- Champion Social Media integration across Group and all brands
- Service Programme definition and delivery:
- Deliver the self-service capability programme including execution of its go to market plan to optimise uptake (leveraging communications, internal buy-in, business policies, exclusive propositions & incentives).
- Ownership of delivery of targeted benefits specified in the self-service business case including responsibility for ensuring MIS processes in place to track performance and benefit realisation
Service Channel Management
- Manage self-service channels including delivery of all site changes and new initiatives
- Deliver targeted channel KPIs for online service (including channel share, NPS, call deflection, reach, usage, conversion).
- Monitor and optimise key KPI levers and deliver improvement initiatives. Leverage analytics and customer insight to optimise online proposition and experience.
- Ensure all initiatives are delivered through user-centric design process to produce optimum online customer experience.
Relationship Management
- Manage appropriate governance structure and communications/reporting processes to ensure full visibility of self- service and social media.
- Influence relevant functional heads to implement supporting net-centric strategies (eg product, networks, etc) Establish, monitor and enhance operating model within online and broader CSB teams