Digital Transformation Lead

4 days ago

Chester, Cheshire, United Kingdom Sykes Cottages Limited Full time

Role Profile

We are seeking a highly skilled and experienced professional to join our team as a Digital Transformation Lead. As a key member of our Digital Experience Team, you will play a crucial role in driving our digital transformation plans and delivering outstanding results.

Key Responsibilities:

  1. Lead a team of digital experience advisors and provide guidance and support to ensure they have the skills and knowledge needed to excel in their roles.
  2. Develop and deliver digital transformation plans using a deep understanding of the industry, technology, and external insights to drive business growth and improve customer experience.
  3. Focus on driving experience through a digital-first mentality and ensure that all digital channels are aligned with our company's vision and strategies.
  4. Provide opportunities for regular coaching, training, and development to help team members improve their skills and performance.
  5. Accountable for optimum staffing and driving efficiencies through the increase in digital usage and ensure that all team members adhere to FCA regulations.
  6. Lead the team to ensure objectives and SLA targets are met/exceeded and work closely with Marketing to understand customer and owner feedback and retention.
  7. Collaborate with the Holiday Experience Team Managers to ensure a high-quality end-to-end service to our customers and work with the Training Team to ensure excellent levels of service are provided by the Experience teams.
  8. Provide feedback to relevant departments on improvements based on staff and customer feedback and motivate, mentor, train, and support team members to achieve their full potential.
  9. Ensure all team members understand our organisation's products, services, procedures, and guidelines and manage budgets in unison with Customer and Owner senior management, with a particular focus on compensation.
  10. Monitor and analyse consumer trends and recommend plans to effectively meet the changing consumer needs within our Channel.
  11. Support digital's vision and strategies and lead efforts to enhance digital experiences in various relevant channels and ensure user experience for Digital Channel is consistent with our company's brand and is intuitive and consumer-friendly.
  12. Owning all digital contact and working with peers and key stakeholders to research, identify, and capture new digital opportunities across the business and provide recommendations and change programmes that will deliver improved performance and/or a reduction in costs.
  13. Using external knowledge, network, and insights to suggest new and innovative contact strategies through a digital-first lens and being an expert in digital technology, able to identify trends and opportunities and link digital capabilities in order to transform the customer experience.

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