Description

Lead digital customer service platform strategy for consumer, wealth, and wholesale banking sectors. Own the self-service strategy to reduce abandonment and call volumes.

Responsibilities

• Create a self-service strategy focused on customer problem-solving and reducing self-service abandonment.
• Manage self-service capabilities as a product to drive digital adoption and reduce call volumes.
• Partner with business units to integrate social care into the support ecosystem.
• Drive run-rate savings by building products that increase digital customer service experience adoption.
• Provide strategic technology leadership and manage direct reports.

Required Skills

• 8+ years of technology strategic leadership experience.
• 4+ years of management experience.
• 5+ years of experience with Contact Center as a Service (CCaaS) cloud solutions.
• 5+ years of experience working in a large contact center environment with 15,000 to 20,000+ agents.
• Proficiency in Java, C++, R, Python, Angular, jQuery, HTML, JavaScript, Node JS, or React JS.
• Any Graduate degree.

Preferred Skills

• Experience in banking or financial services sectors.
• Background in scaling digital support platforms for high-volume enterprises.

Key Skills

Education

Any Graduate