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For Companies At a Glance
- Tasks: Lead digital initiatives to enhance customer experience and optimise operations.
- Company: Bionic is revolutionising small business support with smart tech and exceptional service.
- Benefits: Enjoy private healthcare, flexible working, generous leave, and exciting recognition programmes.
- Why this job: Join a vibrant team focused on innovation and making a real impact for small businesses.
- Qualifications: Experience in Salesforce, digital product management, and strong communication skills required.
- Other info: Opportunity for career progression in a high-energy, collaborative environment.
The predicted salary is between 36000 - 60000 £ per year.
At Bionic, we are making life radically easier for small business owners. We’re building a one-stop shop for business essentials that’s powered by smart technology and world-class human service, giving them an experience so good that they trust Bionic to sort all their business needs for them.
The role is as the Lead for Intelligent Operations within our Business Excellence team, responsible for the adoption, running, and ongoing optimisation of key digital and technology initiatives that support the Bionic strategic goals of increasing digital channel engagement, maximising adoption of our agent-facing tools to deliver efficiencies into our sales/service operations, and support the rollout and operation of new capabilities, such as Virtual Agents. The purpose of the role is to be the voice of the customer and our operations, working in partnership with our Technology and Product teams to drive ongoing adoption of our customer and agent-facing capabilities.
Role Responsibilities
- Be a key driver in transforming the customer experience, creating something we are proud of with a best-in-class NPS and Trust Pilot score.
- Own the ongoing delivery of the Bionic 2.0 product vision enabling Bionic to maximise benefit realisation from their current and future tech/digital investments.
- Be the Digital/Tech focal point of contact for our operational teams and work with wider product/tech teams to define and drive initiatives that deliver the operational OKRs.
- Provide operational input to delivery team and business stakeholders throughout project delivery lifecycle (inception through to execution) across various ongoing initiatives.
- Responsible for ensuring benefit realisation and adoption metrics are tracked, and reporting is set up to monitor the key results.
- Actively seek ways to optimise digital journeys, chatbot functionalities, and agent tools based on user feedback and data analysis.
- Show adaptability and fast learning skills, quickly mastering new technologies and adapting to evolving business priorities.
Essential Skills & Experience Required
- Strong understanding of the Salesforce ecosystem, with demonstrable evidence of delivering improved sales/service outcomes through ongoing optimisation of Salesforce tools.
- Understanding of AWS Landscape.
- Strong level of digital and CX experience.
- Change management framework understanding.
- Experience working as a Digital Product Lead in an Agile environment.
- Great presentation, communication, and stakeholder management skills.
- Experience managing stakeholders and influencing decisions.
- Experience of Digital self-service, Digital Channels (ASM), and chatbot capabilities to drive digital adoption and reduce low-value offline contact.
- Evidence of making data-informed decisions.
Desirable Skills & Experience
- Salesforce development skills and understanding.
The interview process
- Initial conversation with the Talent Acquisition Lead.
- 1st stage Teams interview with the Hiring Manager.
- 2nd stage Technical & Behavioural skills, and experience-based interview with the Hiring Manager and a wider team member.
About Bionic Group
Bionic has over 700 people working across three office locations and four businesses; Bionic - London, Bionic Outbound – Luton, Think Business Loans – Chelmsford, and Smart – Field-based agents. We have a high-energy work environment wherever the location; you can feel the passion the moment you walk through our door! Our work environments are packed with amazing people and energy, hubs of collaboration, creativity, and fun! We’re one team, we get stuck in, we roll our sleeves up, and we care about helping each other out wherever we can. We set the highest standards and show up every day to be the best version of ourselves. Working at Bionic provides you many opportunities to advance your career, with incredible progression, recognition, and reward.
Benefits
- Private healthcare cover.
- Employee Assistance Programme, including a virtual GP service, priority physio & talking therapies.
- Eyecare scheme.
- 25 days annual leave plus the 8 UK bank holidays, increasing with tenure.
- 1 paid family/religious day of leave per year - following successful probation period.
- 1 paid charity volunteering day per year.
- Option to buy/sell up to an additional 3 days leave per year.
- Enhanced maternity, paternity, or shared parental leave.
- 2 days off for your wedding upon joining, and up to 5 days after 2 years' service.
- Flexible working options & a hybrid work approach.
- Auto-enrolled salary sacrifice pension scheme.
- Life assurance.
- Season ticket Loans, salary advances & loans to buy/rent a home – based on tenure.
- Cycle to work scheme.
- Highflyers incentive, a VIP experience for our high performers across Bionic group to celebrate success.
- Company summer & Christmas party celebrations, business and local zonely & annual awards and recognition.
- Long service awards.
Intelligent Operations Lead employer: Bionic Services Limited
Contact Detail:
Bionic Services Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Intelligent Operations Lead
✨Tip Number 1
Familiarise yourself with the Salesforce ecosystem, as it's crucial for this role. Consider taking online courses or certifications to deepen your understanding and showcase your commitment to mastering the tools you'll be using.
✨Tip Number 2
Brush up on your change management skills. Being able to demonstrate your experience in managing transitions smoothly will set you apart, especially since this role involves optimising digital journeys and implementing new technologies.
✨Tip Number 3
Prepare to discuss specific examples of how you've improved customer experience through technology. Highlighting your data-informed decision-making process will resonate well with the hiring team, as they value evidence-based outcomes.
✨Tip Number 4
Practice your presentation and stakeholder management skills. Since you'll be the focal point for operational teams, being able to communicate effectively and influence decisions is key. Consider mock interviews to refine these skills.
We think you need these skills to ace Intelligent Operations Lead
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Intelligent Operations Lead position at Bionic. Understand the key responsibilities and required skills, especially around Salesforce and digital experience.
Tailor Your CV: Customise your CV to highlight relevant experience that aligns with the role. Emphasise your understanding of the Salesforce ecosystem, digital product management, and any experience in change management frameworks.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for improving customer experiences and your ability to drive digital adoption. Use specific examples from your past work to demonstrate how you have successfully managed stakeholders and influenced decisions.
Showcase Data-Driven Decision Making: In your application, provide examples of how you've made data-informed decisions in previous roles. This is particularly important for the Intelligent Operations Lead position, as it involves optimising digital journeys and tracking benefit realisation.
How to prepare for a job interview at Bionic Services Limited
✨Understand the Role and Responsibilities
Make sure you thoroughly understand the job description and responsibilities of the Intelligent Operations Lead. Be prepared to discuss how your experience aligns with transforming customer experiences and optimising digital journeys.
✨Showcase Your Technical Knowledge
Demonstrate your understanding of the Salesforce ecosystem and AWS landscape. Be ready to provide examples of how you've used these tools to improve sales or service outcomes in previous roles.
✨Prepare for Behavioural Questions
Expect questions that assess your change management skills and ability to influence stakeholders. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.
✨Highlight Your Data-Driven Decision Making
Be prepared to discuss how you've made data-informed decisions in past roles. Share specific examples of how you've tracked metrics and used feedback to optimise processes or tools.
