Digital Transformation Change Lead

We have an exciting opportunity for a Digital Transformation Change Lead to join our team!
In this pivotal role, you will spearhead the implementation of AgentAssist, ensuring seamless integration and maximum utilisation across all agent teams. You will leverage your business acumen to identify and capitalise on commercial opportunities, driving strategic initiatives that align with our long-term business vision. This role involves leading workshops, coordinating training, and driving change management initiatives to enhance agent performance and customer satisfaction, ultimately contributing to our competitive advantage and market growth.

Job title:

Digital Transformation Change Lead

Job Description:

Key Responsibilities:

• Conduct discovery workshops and call shadowing to identify agent pain-points.
• Introduce and validate agent-assist features, addressing pain points, through workshops and demo calls.
• Lead dedicated sessions to gather feedback and customise solutions with QA and Operations managers
• Lead business case validation activities
• Assess agent workspaces and define test groups, agreeing key tracking metrics
• Support the implementation of change management mechanisms to drive adoption and gather feedback
• Organise 'train the trainer' sessions and coordinate training with launch emails for the test cohort.
• Track performance and communicate improvements in governance forums
• Develop onboarding and scale-up plans and ensure 100% adoption.
• Handover to BAU support and client operation teams.
• Able to work Hybrid from one of our Capita offices and travel as required

Experience:

• Proven experience in leading change management initiatives, preferably in a contact centre environment
• Strong understanding of AI and agent-assist technologies.
• Excellent communication and facilitation skills.
• Ability to work collaboratively with cross-functional teams.
• Strong analytical and problem-solving skills.
• Able to effectively communicate with internal and external stakeholders, adept at appropriately challenging to drive improved outcomes.
• Proven ability to understand and apply comprehensive business insights to drive strategic decision-making, identify growth opportunities, and enhance overall organisational performance.

Skills:

• Service Design
• Change Management
• Workshop Facilitation
• Training Coordination
• Performance Tracking
• Stakeholder Management
• Business Acumen

What we hope you’ll do next:

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you.

Location:

London

,

United Kingdom

Time Type:

Full time

Contract Type:

Permanent