Intelligent Operations Lead

At Bionic, we're making life radically easier for small business owners. We’re building a one-stop shop for business essentials that’s powered by smart technology and world class human service giving them an experience so good that they trust Bionic to sort all their business needs for them. 

The role 

As the Lead for Intelligent Operations, within our Business Excellence team, you will be a responsible for the adoption, running & ongoing optimisation of key digital & technology initiatives that support the Bionic strategic goals of increasing digital channel engagement, maximising adoption of our agent facing tools to deliver efficiencies into our sales/service operations and support the rollout & operation of new capabilities, such as Virtual Agents. 

The purpose of the role is to be the voice of the customer and our operations, working in partnership with our Technology and Product teams to drive ongoing adoption of our customer and agent facing capabilities. 

Role Responsibilities 

Reporting to the Operations Director, you will be responsible for: 

• Be a key driver in transforming the customer experience, creating something we are proud of with a best-in-class NPS and Trust Pilot score 

• Own the ongoing delivery of the Bionic 2.0 product vision enabling Bionic to maximise benefit realisation from their current and future tech/digital investments  

• Be the Digital/Tech focal point of contact for our operational teams and work with wider product/tech teams to define and drive initiatives that deliver the operational OKRs 

• Provide operational input to delivery team and business stakeholders throughout project delivery lifecycle (inception through to execution) & across various ongoing initiatives 

• Responsible for ensuring benefit realisation and adoption metrics are tracked & reporting is set up to monitor the key results 

• Actively seek ways to optimise digital journeys, chatbot functionalities and agent tools based on user feedback and data analysis. Show adaptability and fast learning skills, quickly mastering new technologies and adapting to evolving business priorities  

Essential Skills & Experience Required

• Strong understanding of the Salesforce ecosystem, with demonstrable evidence of delivering improving sales/service outcomes through ongoing optimisation of Salesforce tools. 
• Understanding of AWS Landscape  

• Strong level of digital and CX experience   
• Change management framework understanding 

• Experience working as a Digital Product Lead in an Agile environment 

• Great presentation, communication and stakeholder management skills 

• Experience managing stakeholders and influencing decisions 

• Experience of Digital self-service, Digital Channels(ASM) and chatbot capabilities to drive digital adoption & reduce low value offline contact. 

• Evidence of making data informed decisions 

Desirable Skills & Experience 

• Salesforce development skills and understanding 

The interview process 

• Initial conversation with the Talent Acquisition Lead
• 1st stage Teams interview with the Hiring Manager

• 2nd stage Technical & Behavioural skills, and experience-based interview with the Hiring Manager and a wider team member.   

About Bionic Group 

Bionic has over 700 people working across three office locations and four businesses; Bionic - London, Bionic Outbound – Luton, Think Business Loans – Chelmsford, and Smart – Field based agents. 

We have a high energy work environment wherever the location; you can feel the passion the moment you walk through our door! Our work environments are packed with amazing people and energy, hubs of collaboration, creativity and fun! We’re one team, we get stuck in, we roll our sleeves up and we care about helping each other out wherever we can. We set the highest standards and show up every day to be the best version of ourselves. 

Working at Bionic means provides you many opportunities to advance your career, with incredible progression, recognition, and reward. 

Benefits 

We know that our employees are what sets us aside from our competitors, our benefits are just part of the way we say thanks. 

Enhance your health & wellbeing 🌱 

• Private healthcare cover 

• Employee Assistance Programme, including a virtual GP service, priority physio & talking therapies 

• Eyecare scheme 

Taking time away from work 🏖️ 

• 25 days annual leave plus the 8 UK bank holidays, increasing with tenure 

• 1 paid family/religious day of leave per year - following successful probation period 

• 1 paid charity volunteering day per year 

• Option to buy/sell up to an additional 3 days leave per year 

 Family matters: for the special moments 🏠 

• Enhanced maternity, paternity or shared parental leave 

• 2 days off for your wedding upon joining, and up to 5 days after 2 years' service 

• Flexible working options & a hybrid work approach 

Financial wellbeing 💸 

• Auto-enrolled salary sacrifice pension scheme  

• Life assurance 

• Season ticket Loans, salary advances & loans to buy/rent a home – based on tenure 

• Cycle to work scheme 

Recognition 🌟 

• Highflyers incentive, a VIP experience for our high performers across Bionic group to celebrate success 

• Company summer & Christmas party celebrations, business and local zonely & annual awards and recognition  

• Long service awards