Innovation Manager

Teleperformance; Glasgow; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading customer experience company is seeking an Innovation Programme Manager (Dedicated) in Glasgow. This role involves leading innovation projects, focusing on AI integration to enhance customer and agent experiences, and leveraging data for decision-making. The ideal candidate should have proven experience in similar roles, excellent analytical skills, and strong leadership capabilities.

Qualifications

• Proven experience in leading innovation projects or similar roles, ideally with a focus on customer and agent experiences.
• Strong background in implementing AI solutions and a deep understanding of AI applications in business.
• Excellent analytical skills with the ability to leverage data for strategic decision-making.
• Demonstrated ability to manage multiple teams, foster collaboration, and pull the right people from across the organization to achieve goals.
• Proven experience in managing stakeholders at various levels of the organization.
• Up to date with the latest AI and technology trends, particularly those impacting customer experience and operational efficiency.
• Strong communication and leadership skills.

Responsibilities

• Manage and oversee the implementation of new systems, strategies, and channels.
• Utilize AI technologies to optimize processes and enhance decision-making.
• Focus on improving the customer and agent experience by identifying pain points.
• Work closely with multiple teams to drive successful project outcomes.
• Engage with stakeholders to ensure alignment of goals and deliverables.
• Stay up to date on the latest industry trends and AI advancements.
• Leverage analytics and data insights to assess project performance.
• Lead and inspire cross-functional teams to achieve key objectives.

Skills

Process Excellence

Collaboration

Communication

Emotional Intelligence

Open-Mindedness

Critical Thinking

Solution Orientation

Entrepreneurship

AI Proficiency

Data Literacy

Job description

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Overview

Job Title: Innovation Programme Manager (Dedicated)

Location: Glasgow

Job Type: Full-Time

About the Role: We are seeking a dynamic and forward-thinking Project Lead - Innovation to spearhead initiatives that improve customer and agent experiences through the use of cutting-edge technologies, particularly AI. In this role, you will implement new systems, channels, and strategies that streamline the customer and agent journey, enhancing operational efficiency across the organization. The ideal candidate will have strong analytical skills, a passion for continuous improvement, and a deep understanding of emerging AI trends. This person will be heavily involved in the day to day operations ensuring that there are no boundaries between the essential teams that are necessary to ensure success.

Responsibilities

• Lead Innovation Projects: Manage and oversee the implementation of new systems, strategies, and channels to improve customer and agent experiences.
• AI Integration: Utilize AI technologies to optimize processes, enhance decision-making, and provide innovative solutions that benefit customers, agents, and the organization.
• Customer and Agent Journey Optimization: Focus on improving the overall experience of customers and agents by identifying pain points and implementing technology-driven solutions.
• Cross-Functional Collaboration: Work closely with multiple teams across the organization to pull the right resources and expertise together to drive successful project outcomes.
• Stakeholder Management: Engage with internal and external stakeholders to ensure alignment of goals, expectations, and deliverables.
• Trend Monitoring: Stay up to date on the latest industry trends and AI advancements, and proactively integrate relevant technologies into the organization's strategies.
• Data-Driven Decision Making: Leverage analytics and data insights to assess project performance, drive continuous improvement, and inform strategy adjustments.
• Team Leadership: Lead and inspire cross-functional teams, ensuring collaboration, accountability, and the achievement of key objectives.

Qualifications

• Proven experience in leading innovation projects or similar roles, ideally with a focus on customer and agent experiences.
• Strong background in implementing AI solutions and a deep understanding of AI applications in business.
• Excellent analytical skills with the ability to leverage data for strategic decision-making.
• Demonstrated ability to manage multiple teams, foster collaboration, and pull the right people from across the organization to achieve goals.
• Proven experience in managing stakeholders at various levels of the organization.
• Up to date with the latest AI and technology trends, particularly those impacting customer experience and operational efficiency.
• Strong communication and leadership skills.

Minimum Skills

• Process Excellence
• Collaboration
• Communication
• Emotional Intelligence
• Open-Mindedness
• Critical Thinking
• Solution Orientation
• Entrepreneurship
• AI Proficiency
• Data Literacy