Contact Centre Digital Optimisation Lead

Motability Operations Ltd; West of England; On-site; GBP 60,000 - 90,000; Full time

Job summary

Motability Operations in the United Kingdom is seeking a Digital Optimisation Lead to elevate our Contact Centre's digital capabilities, blending strategic vision with hands-on delivery across process redesign, data analytics and technology integration.

You will drive digital innovation, implement conversational AI, automation and self-service solutions, and partner with product and technology teams to simplify journeys and boost operational efficiency.

Responsibilities

• Driving digital innovation: implementing and improving digital solutions, including conversational AI and self-service technologies.
• Measuring impact: using data and customer insights to identify opportunities and improve experiences.
• Hands-on technology: troubleshooting and optimizing solutions for better outcomes.
• Enhancing journeys: reviewing processes to remove friction and automate where possible.
• Collaboration: partnering with product teams, tech specialists and external providers.
• Ownership: driving improvements from opportunity to implementation and optimisation.

Job description

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.

Your responsibilities will include:

• 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.