Senior Manager - TOBi Chatbot

Vodafone ,
London, Greater London
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Description The Senior Manager Chatbot (TOBi) is responsible for driving scaling of our TOBi, digital assistant for both voice and chat, platform across a broad range of service areas and geographies, each at different stages in their service digitalisation journeys. This individual will be capable of influencing, bringing together and giving direction and guidance to a group of leaders across disparate geographies and cultures. They will need to create a compelling story and vision, which they can evangelise to the 18 OpCos, whilst being operational enough to deal with the technical detail and the OpCos' differing stages of maturity. The successful candidate will be strongly experienced in delivering digital transformation programs, ideally with a focus on chatbots and be excited by the opportunity to develop and deliver a significant transformation strategy at the cutting edge of service technology within a large, international organisation. You will: Provide leadership on the global deployment and execution of the TOBi everywhere, the Vodafone chatbot program Lead on the problem solving and overcoming of organisational challenges on the journey to deliver the TOBi programme across OpCos Create a robust measurement and analytics framework to track the impact of the TOBi program on efficiency, customer experience and value generation. Design and implement a set of digital tools, sourcing and managing 3rd parties as required, to enable knowledge sharing and accelerate consistent delivery of the program Integrate the TOBi program into the broader Digital Operations portfolio, removing duplication and leveraging economies of scale for the markets. Subject matter expert on all commercial aspects for the program able to coach markets on where to deploy squads to have maximum impact and prioritise the capability enhancements built by the Group TOBi platform team. Deliver quarterly performance updates to the Exco via the digital steerco It would be nice if you have... Thought leadership in digital transformation. The successful candidate will demonstrate prior track record of influencing and driving strategy Proven experience in creating strong program structures that maximise the commercial benefits of a digital transformation and a clear vision on the insight/analysis framework. Good operational expertise of Customer Operations; a business leader rather than a technology expert Previous experience with customer contact technologies Customer-first mind-set, practical understanding of how to deliver best user experience in digital technologies You must have... Previous experience working with chatbots and AI for sales and/or customer service Excellent leadership skills of direct team and key in-market stakeholders Ability to work with multiple markets and stakeholders What's in it for you? 28 days holiday (with the option to buy or sell 5 days) plus public holidays Flexible working Pension matching scheme of up to 10% 5 paid days leave for charity projects MyChoices portal - cycle to work scheme, 100's of retail discounts, shares and salary sacrifice schemes Vodafone family and friends discount Interest free commuter loan Global parental leave policy for all new parents coming in 2020 which includes 16 weeks fully paid leave and upon returning to work, new parents can work part-time hours for 6 months whilst being paid their full-time salary Access to Vodafone University and LinkedIn Learning #groupresourcing

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