Head Of Telephony Strategy

A leading Financial Services sector client now requires a Head Of Telephony Strategy to understand and clearly communicate the telephony and contact centre "end-to-end eco system" and how this limits/enables our ability to deliver customer experience and shareholder value. The Head Of Telephony will stay abreast of technology development and options; work across the business to get the "right" technology mix into the organisation. The Head Of Telephony will understand how competitors, similar organisations and outsourcers are delivering and improving their telephony and contact centre offers. The Head Of Telephony Strategy will periodically assess the "operating model" inside telephony and make recommendations for its improvement and evolution and develop business cases for major telephony and contact centre change projects. The Head Of Telephony Strategy will identify, promote and develop ideas for strategic pilots which can "step change" our telephony and contact centre landscape.

The ideal Head Of Telephony Strategy will have the following skills:

*Analytical, data analysis skills
*Understand the customer, be empathetic and walk in the customer shoes
*Identify and prioritise pivotal points within the customer journey that will enable win-win interventions for both customer and company
*Communication skills - communicate at all levels, tailor communications style to different audiences to bring to life the customer experience and inspire teams to achieve
*Real-world experience - credibility at senior (board and manco) level
*Ability to shape and influence channel strategy
*In-depth understanding of what "good" looks like in telephony and contact centres
*Proven ability in strategy formulation and business case development

If you are an experienced Head Of Telephony Strategy with the required skills, please respond in the first instance with the most recent version of your CV.

The JM Group and JM Digital are acting as an Employment Agency with relation to this vacancy.

The JM Group and JM Digital are an Equal Opportunities employer and we encourage applicants from all backgrounds.