Head of Service Transformation

2 weeks ago

Uxbridge, United Kingdom GiffGaff Full time

The world has changed - particularly when it comes to ways of working. Most of our roles can be on a work-from-home basis if needed, but we'll ferry you in a few times a year from wherever you are in the UK for team or company days, or our famous giffgaff summer and Christmas celebrations.

**Job title: Head of Service Transformation**

Reporting to: Member Innovation Director

Direct report: 2

Department: giffgaff Marketing

Location: Uxbridge/ hybrid

Closing date: 30/01/2023

**About the role**:
The Head of Service Transformation plays a crucial role in giffgaff’s unique service model. Bringing together our online self-service, consumer-to-consumer support and Agent-based help models.

An advocate of the voice of the consumer, you will build ate and implement strategies focused on fixing problems at their root cause, reducing member effort, and growing satisfaction and NPS across all service channels.

Improving efficiency and value across every service channel will be key. Ensuring that no member is left behind, as we build toward the future with a rapidly expanding base and product range. It’s an exciting time to join and set a new standard for the future.

This role reports to the Member Innovation Director and sits within the giffgaff Marketing Team.

**Who we are**

giffgaff is a little different from your ‘normal’ telecoms company. We’re a mobile brand owned by Virgin Media O2 but run by our members (what we call our valued customers) and we’ve been awarded Uswitch Network of year for 6 years out of 7 Sound interesting so far? There’s more.

The word giffgaff is an ancient Scottish word for “mutual giving”. Since we were founded upon the principle of putting community first, it’s always been our aim to do right by the planet and the people that live on it.

We started wanting to change the mobile industry, and we did - offering value, flexibility and mutuality - but we aren’t done yet. As we’ve grown over the years, we’ve grown our vision too.

**We believe it’s our responsibility to make sure that**:

- Keeping people connected doesn’t damage the planet
- Everyone can be connected, so everyone gets the same opportunities
- The connections we make online improve our lives

Our business model is unique. We take a highly collaborative approach to any decision we make - working with our members (who are rewarded for helping) across all areas of the business. Our vibrant community, online platform and immense value proposition are key to our success. We’re both proud and humbled to say that over the past few years, our member base has grown, but our job is far from done. We’re always looking to acquire new members - but to do that we need the best people to help and that’s why we’re hiring

**Key responsibilities**:

- Create a sustainable and scalable 360 Service Strategy, taking into account business growth and future products. Ensure that investments are made where vital, and efficiencies are driven.
- Demonstrate a deep understanding of audience segmentation and evolving service expectations, use this to underpin the sustainable Service Strategy, clearly defining where we fall below, meet or exceed expectations.
- Identify key journey pain points and the cost to the business. Ensure the value of making improvements is clear from improvements in member satisfaction to reductions in Cost to Serve. Prioritise product improvements.
- Lead improvements in our ecosystem - from help discovery, SEO and rankings, site content, communications, and support channels. Using feedback from Agents and members to iterate and improve.
- Maximise member satisfaction ensuring whatever channel members interact with, the same high standard of help is delivered and member effort is reduced.
- Collaborate with key Product Teams to drive forward automation, observability, proactivity, and alerting. Balancing short and long-term opportunities.
- Create a culture of excellence based on curiosity and collaboration across all help touchpoints and teams. Coach and mentor a team of talented individuals to ensure they grow and evolve as the business and model does. Using benchmarking and value creation to underpin performance across teams.
- Accountable for:

- Maximising investment of circa £3.5m annually
- Influencing change. Working with Product Teams to prioritise changes that will impact core business metrics.
- Scalability, ensuring we have a flexible model that can grow at pace.

**Essential skills**:

- An expert advocate of the consumer's voice.
- Proven track record delivering transformation across digital service models, from inception to implementation.
- Proven track record of delivering sector-leading satisfaction.
- Evidence of working within a consumer-centric organisation.
- Strong commercial acumen with experience in building business cases with quantified benefits and the ability to provide a well-articulated view of opportunities and risks.
- Experience managing and in

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