The role

As Head of Contact Automation, you will be responsible for defining the customer automation and self-serve strategy for Customer Operations. This will include defining the channels through which we serve our customers, choosing technology partners to help build these channels, as well as outlining the OBG journey towards developing an automation first environment for ourselves and our customers.

Team Set Up

• Establish a new team, strategy, structure and culture
• Ensure the team reflects both the existing and additional responsibilities of our Automation strategy, with clear accountabilities outlined to focus on the Help Centre AI Bot and API Bot.
• Build a small team to take ownership of defining the journey by journey selection for chatbot automation, the subsequent process to automate and then set targets for containment improvements

Areas of Focus

• The Automation team is part of the Chief Operating Officer Function and is responsible for building an automation strategy across all brands and markets. The Head of Automation is the Business Owner for our customer automation strategy and our self service help centre.
• The role is required to build strong working relationships with cross-functional stakeholders such as Product Owners, User Experience, Customer Operations etc.
• The role entails understanding and mapping out the opportunities to reduce customer contact volumes for Customer Operations via automation
• The role is also responsible for ensuring the new generative AI automation tool benefits the wider Customer Operations team by reducing transfers between departments and by populating Agent templates to save Agent time and reduce cost
• The role is responsible for supplier choice and budgets that underpin our Customer Operations function, as well as managing the rollouts and migrations of channels
• Work closely with cross functional Customer Experience owners,Tech & Digital teams  
• Conduct analysis of customer journeys and constantly present recommendations for improvement or automation to team members, product owners, and senior management
• Evaluate site and automation performance to gauge results of site enhancements and provide

Keeping US Compliant

• Be a compliance ambassador and Governance, Risk & Compliance (GRC) leader within our Group
• The group has numerous licenses across the globe, and you are accountable for the specific compliance obligations, as detailed in the group Compliance Framework (KCF), in your direct charge
• Ensure that you, and your team, adhere to the Governance Risk Compliance (GRC) obligations within your direct responsibility and control.
• As subject matter expert you are accountable for the compliance risk in your area and you will decide on mitigation/risk acceptance, up to a pre-agreed level, as defined in the Compliance Framework (KCF)
• Dare to challenge processes, policies and projects that will negatively impact compliance within the Group