Product Features
Blog
Contact Us
Sign In
Vodafone
,
London, Greater London
Senior Channels(ai) & Innovation Leader
Overview
Job Description
Location: London/Newbury Role Purpose Come and join our newly formed C&FO Strategy and Digital Innovation senior leadership team where you will play a key part leading our AI-Fuelled Customer Success and omni-channel experience, helping us lead the drive for zero-touch intelligent operations. Using personalization across our omnichannel approach, you will help VB time customer engagement across customer journeys, including our Customer Success function, to personalize the Customer Journey and earn customer loyalty. You will be key in enhancing our channels and customer in-life journeys through AI first experiences and intelligent content and knowledge. You will play a key leadership and delivery role across major digital programs such as Zero Touch Intelligent Operations and intelligent omni-channel customer experiences. The intelligent channels and innovation lead will be responsible for the strategy, planning and execution of how we improve our post-sales and in-life customer journeys across digital commercial and service proposition, including our digital brand development and products and services. The role will be key to driving real business impact, including increasing market share of our existing and future state in-life commercial propositions and services. Enabling our in-life core channels, including digital, you will play a strategic role in shifting generic cross-sell/up-sell campaigns from inside-out to outside-in, so you are leveraging every piece of customer journey data and insight we have to help deliver the most relevant experience possible. You will bring agility to our customer journeys and help us truly pivot from traditional waterfall mappings. You will be a key force in helping Vodafone Business raise the bar from touchpoint mapping to true journey orchestration that drives a personalised in-life experience for our customers. This will become even more critical as we move from our traditional TelCo products to our TechCo offerings across SAAS based Cloud, AI and IoT solutions as well unified communications. Responsibilities * Improve customer journeys and drive highly personalised and innovative experiences and interactions across every channel, putting customer expectations front and centre, optimising within each customer journey * Drive a true customer journey culture and experience focus, working to bridge the gap between service and digital channels to create a unified experience and insights for customers * Running customer forums effectively to really understand how the business is delivering and uncovering what customers want * Drive intelligent digital operations across customer and commercial operations and support the growth of our intelligent omni-channel experiences * Define the product vision and strategy for the Customer commercial and services Omni-channels team. Including our AI and digital first content and knowledge strategy and execution across content performance, customer journey experience innovation, social media, search capability, insight personalisation etc. * Adopt an AI and analytics insights driven approach to personalise Customer Journeys from post-sales through in-life to renew / leave. Drive AI first experiences across our customer journeys and AI first decisions for key journey enablers * Lead an intelligent insight driven approach to drive Customer end-user level insights, improve experience and enable revenue growth through new services / cross-sell / upsell * Partner with teams across Technology, Products and Customer success management to co-create and drive faster feature cycles by deepening our Customers involvement in the Process * Use AI to support Partner & Channel Acquisitions. Drive our commercial and customer success teams through high-converting acquisition journeys that are driven by real-time activity and historical data. Resulting in more engagement, greater conversion and higher average transaction values * Drive intelligent (AI) insights across operations and commercial teams to enable intelligent revenue growth through AI first decisions Requirements * Customer and customer end-user experience gained in a B2B environment, though direct consumer would be considered for the right candidate. Coming from a Technology and / or digital native company will also be considered * Experience in delivering zero touch operations and / or intelligent omni-channel customer experiences * Awareness / Experience in XAAS * Experience in defining and implementing a cohesive end-to-end digital strategy across B2B and end-user journeys * Experience using digital, including data, analytics and AI to optimise the customer journeys and experienceExtensive and broad experience across digital services, sales and / or marketing management experience * Broad experience across digital services, sales and / or marketing management experience * Proven team leadership experience, leading a team of customer journey and experience managers * Experience hiring, devel