Contact Centre Digital Optimisation Lead

Motability Operations; West of England; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Annual discretionary bonus

Pension plan (15% non-contributory)

Life assurance 4x salary

Employee Discount Scheme

Electric/Hybrid Car Salary Sacrifice

Cycle to Work Scheme

28 days annual leave + ability to buy

Job summary

Motability Operations is seeking a Digital Optimisation Lead to elevate the contact centre's digital capabilities, including conversational AI, automation and self-service tech. You’ll turn opportunities into practical solutions that improve customer journeys and efficiency.

Join a hybrid, UK-wide team delivering measurable improvements with hands-on technical leadership and cross-functional collaboration.

Qualifications

• Proven experience implementing, managing or optimising digital solutions, automation technologies or tech-enabled improvements.
• Hands-on experience configuring, testing, troubleshooting or enhancing digital systems.
• Track record of delivering measurable improvements through technology using data and performance insights.

Responsibilities

• Driving digital innovation: Implementing, configuring, testing and improving digital solutions including conversational AI and self-service tech.
• Making a measurable difference: Using data and insights to identify opportunities and deliver better customer experiences.
• Getting hands-on with technology: Investigating challenges, troubleshooting and optimising solutions for best outcomes.
• Improving customer journeys: Reviewing processes to identify automation opportunities and reduce complexity.
• Working collaboratively: Partnering with Product Teams, technology specialists and external providers to enhance capabilities.
• Taking ownership: Driving improvements from opportunity to implementation and ongoing optimisation.

Skills

Digital solutions

Automation

Analytical thinking

Communication skills

Job description

About The Role

Help shape the future of customer service through AI and digital innovation.

Are you passionate about technology and the opportunities it creates to transform customer experiences? Do you enjoy getting hands-on with digital solutions, solving complex challenges and turning innovative ideas into real improvements?

At Motability Operations, we're looking for a Digital Optimisation Lead to help us take our Contact Centre's digital capabilities to the next level.

This is an exciting opportunity for someone with strong technical expertise who wants to make a genuine impact. You'll play a key role in how we introduce, develop and optimise digital solutions, including conversational AI, automation, chatbots and customer self-service technology.

We're looking for more than someone who can identify opportunities for improvement. We want someone who can take those opportunities, turn them into practical solutions and demonstrate the difference they've made.

What you'll be doing

Working within our Operations and Transformation team, you'll be at the heart of improving how our Contact Centre uses technology to support both customers and colleagues.

You'll use your technical knowledge and experience to make our existing digital solutions work harder, while helping us introduce new capabilities that simplify customer journeys and improve operational efficiency.

• Driving digital innovation: Implementing, configuring, testing and continually improving digital solutions, including conversational AI, automation, chatbots and self-service technologies.
• Making a measurable difference: Using data, customer insights and performance measures to identify opportunities, improve efficiency and deliver better customer experiences.
• Getting hands-on with technology: Investigating technical challenges, troubleshooting issues and optimising solutions to ensure they're delivering the best possible outcomes.
• Improving customer journeys: Reviewing processes and digital interactions to identify opportunities for automation, remove unnecessary complexity and make things easier for our customers.
• Working collaboratively: Partnering with our Product Teams, technology specialists, operational colleagues and external providers to develop and enhance our digital capabilities.
• Taking ownership: Using your technical expertise and judgement to drive improvements from initial opportunity through to implementation and ongoing optimisation.

About You

What we're looking for

We're looking for someone who combines strong technical expertise with curiosity, problem-solving skills and a passion for improving customer experiences.

You'll be comfortable working independently, confident navigating complex systems and motivated by seeing the real-world impact of your work.

To be successful in this role, you'll bring:

• Proven experience implementing, managing or optimising digital solutions, automation technologies or technology-enabled improvements.
• Hands-on experience configuring, testing, troubleshooting or enhancing digital systems.
• A track record of delivering measurable improvements through technology, with examples of the results you've achieved.
• Strong analytical and problem-solving skills, with the ability to use data and performance insights to identify and resolve issues.
• Experience reviewing processes or customer journeys and translating opportunities into practical digital improvements.
• The confidence to take ownership of technical solutions and drive improvements through to completion.
• Strong communication skills, with the ability to make complex technical information clear and easy to understand for non-technical colleagues and stakeholders.
• The ability to build effective relationships and work collaboratively with technical teams, operational colleagues and external partners.

It would be particularly beneficial if you have experience with:

• Conversational AI and Natural Language Processing (NLP).
• Chatbots, virtual assistants or automated customer interactions.
• Customer self-service technology.
• Digital optimisation within a Contact Centre or customer service environment.

You don't need to have worked with every technology mentioned above, but you should bring strong practical technical experience and an enthusiasm for developing your expertise further.

About The Company

Motability Operations is a unique organisation, virtually one of a kind. We combine a strong sense of purpose with a real commercial edge to ensure we provide the best possible worry-free mobility solutions to over 800,000 customers and their families across the UK. Customers exchange their higher rate mobility allowance to lease a range of affordable vehicles (cars, wheelchair accessible vehicles, scooters, and powered wheelchairs) with insurance, maintenance and breakdown assistance included. We are the largest car fleet operator in the UK (purchasing around 10% of all the new cars sold in the UK) and work with a network of around 5,000 car dealers and all the major manufacturers. We pride ourselves on delivering outstanding customer service, achieving an independently verified customer satisfaction rating of 9.8 out of 10.

Our values are at the heart of everything we do. They represent ambition, and we look for our people to live and breathe them every day:

• We find solutions
• We drive change
• We care

We operate hybrid working across the organisation where we split our time between working on-site at our offices, and at home, remotely within the UK. We believe hybrid working achieves a good work/life balance for our colleagues, allowing us to connect with each other, collaborate on important work, and perform together to deliver for our customers. It allows us to have the flexibility to work remotely up to 2-days per week whilst also using the great office spaces we have available.

As a Motability Operations team member, you can expect:

• An annual discretionary bonus
• 15% non-contributory pension (9% non-contributory pension during probation period)
• Life assurance at 4 times your basic salary to give you peace of mind that your loved ones will receive some financial help
• Employee Discount Scheme with a huge number of retailers and an app to save on the go
• Discounted Electric/Hybrid Car Salary Sacrifice Scheme
• Access to the Cycle to Work Scheme (we have showers, changing rooms and secure bike sheds on site)

As well as financial benefits, our staff's health and well-being are very important to us, so we also offer:

• 28 days annual leave with option to purchase and sell days
• Funded Private Medical Insurance cover
• Critical illness insurance
• Free access to healthcare apps, such as Peppy, Unmind, Aviva Digital GP
• Funded health screening for over 50s
• One paid volunteering day every year to support a local charity
• Access to our accessible allotment in Bristol where we grow produce that is donated to local charities
• Access to Prayer room and quiet spaces whilst working in the office

We also understand that not everyone is the same so offer several voluntary benefits that you can select outside the core package, these include;

• Dental Insurance
• Health and cancer screenings for you and your partner
• Discounted gym memberships
• Donate to charity through payroll giving

At Motability Operations, we believe in building a diverse workforce, where our people are empowered to attend work as their true selves, and we encourage people from all backgrounds to apply. We want to sustain a culture that nurtures, where employees are free to flourish and where they're rewarded equally, regardless of race, nationality or ethnic origin, sexual orientation, age, disability, or gender.

We are a Certified B Corp, that means we meet B Lab Standards for social and environmental performance, transparency and accountability. This certification is only made possible because of the passion, care and commitment across our business.

We pride ourselves on being an inclusive employer and as such, all our offices provide first rate disability access. With our hybrid working environment, we do our best to accommodate part-time and flexible working requests where possible, building on our culture of trust, empowerment, and flexibility.

Please note, Motability Operations reserves the right to bring forward the closing date of any of its job vacancies if we receive a suitable number of quality applications from which to make a shortlist. Therefore, we recommend that you apply as soon as possible rather than wait until the published closing date.