5 months ago
Head of Digital Help
BT Consumer Digital, St Paul's, London
Our purpose is to use the power of communications to make a better world. For each other, for our customers, for society and our communities. We need you to help us do this.
Why this role matters
Here at BT, we care passionately about customer experience, whether it’s broadband around the home or the big games on BT Sport. The digital experience our customers get is no exception – we want it to be simple, personal and brilliant. An essential part of this is Digital Help, ensuring our customers can get the help and support they need, wherever, whenever.
BT is now a digital-first business so we’re investing even more to grow the digital team. We’re looking for someone to join us who really understands customers and has the drive & passion to transform our help site and make it the no.1 destination for advice & support.
Reporting into the General Manager of the Digital Existing Customer Team, the purpose of this role is to make digital help & support brilliant. You’ll be responsible for:
Managing the digital help estate including self-service, faults, complaints, contact, chat & community across desktop, devices & apps
Managing major launches and BAU changes across the help estate covering BT’s product portfolio inc broadband, phone, TV, BT Sport, BT Mobile, security, email, billing & account
Owning the strategic plan for digital help
Delivering an initiatives plan that reduces PTC (Propensity to Call)
Growing channel share for digital help vs non-digital channels
Improving NES (Net Easy Score) and NPS (Net Promoter Score)
What you'll be doing
Develop and own the 2 year Digital Help strategy
Socialise your strategy with key stakeholders to secure support and sign off
Create and own Digital Help business cases that drives compelling ROI
Set a clear vision & objectives for the team
Identify key moments within a customer’s help journey that deliver opportunities to improve customer experience and save costs
Create a prioritised roadmap of product features covering both short and long term
Research new tools and technology platforms to feed capability roadmap
Delivery and optimisation
Manage and deliver tactical and strategic projects with our in-house Digital Studio. This will involve managing the complete end to end process.
You will be directly responsible for the creation of requirements and will work in partnership with the Digital Experience team who will conduct user research, deliver customer journey maps, develop wireframes & designs, copywriting, user testing, build & delivery.
Continually optimise and improve the online customer experience to maximise impact on self-service targets whilst ensuring high levels of customer satisfaction
Deliver best in class online journeys that are insight and data driven
Own a marketing and adoption plan for key journeys and tools
Work with chat, Community, My BT App, Virtual Assistant and Social teams to advance your digital help plans
Work with Customer Experience, Product, Commercial and Marketing stakeholders to identify customer requirements
Insights and Reporting
Understand customer behaviour, market trends and competitor landscape through insight and research
Develop KPIs and targets aligned to overall strategy
Understand operational performance through standardised reporting and ad-hoc analysis
Facilitate weekly trading updates to business stakeholders including performance, insight, plans and recommendations
Develop and manage 3rd party relationships
Manage senior stakeholders’ requirements and expectations
Build a high performing team that feel empowered to influence other areas of the business to help reach their long-term objectives
Build relationships up to MD level gaining senior stakeholder support for plans
We'll also need to see these on your CV
You’ll know digital marketing inside out
Experienced at creating compelling business cases that impress Finance
Can craft easy to understand requirements that capture your vision entirely
Ability to create experiences that drive channel share and NPS
Great knowledge of UX, visual design and MIS best practice
Inspiring leadership and management skills both for direct reports and virtual teams
Loves numbers and analysing data trends
Great at solving problems
Energetic and passionate with attention to detail to deliver quality every time
Understanding of web analytics packages including Adobe Analytics, Adobe Target, Google Analytics, SessionCam, OpinionLab as well as Adobe Campaign Manager
Excellent communicator, both written and verbal
Ability to influence at all levels to get the job done
Strong self-starter that’s able to work alone and bring other people with them
Why choose us?
BT also has great progression and development opportunities. We like to promote from within where we can and internal moves to other parts of the business and even EE are common. You can have a diverse, mixed career all within one company!
We also have industry leading benefits, including 15% on target bonus, 25 days holiday, car allowance (can be taken as cash), healthcare, season ticket loan, cycle to work scheme, discounted share scheme, BT Employee Broadband, TV and Sport package, phone line, a strong pension scheme and a range of flexible benefits you can pick and choose.
Want to shape how customers interact with our Help site? Apply today to be considered
We value different perspectives, skills and experiences. We’re creating an inclusive working culture where people from all backgrounds can succeed. That’s why we welcome applications from all parts of the community.