Self-Serve Manager

About This Role:

We’re looking for a dynamic and data-driven Self-Serve Manager to drive the development and adoption of digital self-care tools across all customer touchpoints — including our mobile app, website, IVR, and chatbot.

This is a key role in our transformation journey, focused on empowering customers to self-serve, improving their experience, and reducing voice contact volumes.

Reporting to: Director of Transformation & Operational Support

Department: Customer Operations

Why This Role:

This is a mid-level individual contributor role, working collaboratively across Customer Operations, CSB, Digital, and Technology teams to deliver impactful, customer-centric solutions, focusing on areas such as Genesys self-serve opportunities, Chatbots, Web Messenger, the eir support site and other opportunities across the eir portfolio.

Expectations From The Role:

Strategy & Roadmap

• Research and develop a set of best practices for digital self-serve solutions, ensuring continuous improvement and industry alignment.

• Define and maintain a cross-channel self-serve strategy aligned with business and operational goals.

• Develop and manage a prioritised roadmap for self-care capabilities.

Product & Experience Ownership

• Act as the business owner for all Customer Operations self-serve tools, ensuring they are intuitive, effective, and aligned with customer needs.

Cross-Functional Collaboration

• Collaborate across Customer Operations, CSB, Digital, and Technology teams to design and enhance digital journeys and to deliver integrated self-serve solutions.

• Influence prioritisation and secure alignment across teams.

Adoption & Change Enablement

• Drive adoption and promotion of the full suite of self-serve solutions by frontline operational staff through a range of activities, including targeted communications, training, and engagement.

• Support the development and deployment of internal and external content to promote self-serve features.

Performance & Continuous Improvement

• Define and track key metrics such as digital containment, call deflection, and feature adoption.

• Use data and customer feedback to identify opportunities for improvement and innovation.

Success Measures

• Quantified reduction of voice contacts per annum and a commensurate increase in contained self-service interactions.

• Quantified increased adoption and usage of self-serve features across the eir support site, IVR, chatbots and other self-serve tools.

• Improved digital NPS and customer satisfaction.

• Timely delivery of roadmap initiatives.

Requirements For A Successful Application:

• A self starter; curious about our customers, agents and business, always looking for better ways of supporting all.

• A team player, with excellent communication and stakeholder engagement skills.

• Experience in digital product, customer experience, or transformation roles.

• Strong understanding of telecom customer journeys and service operations.

• Proven ability to work cross-functionally and influence without direct authority.

• Data-driven mindset with experience using analytics tools (e.g., Power BI, Google Analytics), focused on using data to drive and prioritise initiatives and report on their success.

• Familiarity with agile ways of working.

Desirable

• Experience with self-service platforms (e.g., IVR, chatbots, mobile apps).

• Agile Product Owner or Scrum certification.

• Telecoms or digital-first service industry experience.

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