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- Tasks: Lead the implementation of AgentAssist and enhance agent performance through workshops and training.
- Company: Join a dynamic team at Capita, driving digital transformation in a fast-paced environment.
- Benefits: Enjoy hybrid working options and opportunities for professional growth and development.
- Why this job: Make a real impact on customer satisfaction and business growth while collaborating with diverse teams.
- Qualifications: Experience in change management, strong communication skills, and a knack for problem-solving are essential.
- Other info: This role offers a chance to work with cutting-edge AI technologies in a supportive culture.
The predicted salary is between 48000 - 72000 £ per year.
We have an exciting opportunity for a Digital Transformation Change Lead to join our team! In this pivotal role, you will spearhead the implementation of AgentAssist, ensuring seamless integration and maximum utilisation across all agent teams. You will leverage your business acumen to identify and capitalise on commercial opportunities, driving strategic initiatives that align with our long-term business vision. This role involves leading workshops, coordinating training, and driving change management initiatives to enhance agent performance and customer satisfaction, ultimately contributing to our competitive advantage and market growth.
Key Responsibilities:
- Conduct discovery workshops and call shadowing to identify agent pain-points.
- Introduce and validate agent-assist features, addressing pain points, through workshops and demo calls.
- Lead dedicated sessions to gather feedback and customise solutions with QA and Operations managers.
- Lead business case validation activities.
- Assess agent workspaces and define test groups, agreeing key tracking metrics.
- Support the implementation of change management mechanisms to drive adoption and gather feedback.
- Organise 'train the trainer' sessions and coordinate training with launch emails for the test cohort.
- Track performance and communicate improvements in governance forums.
- Develop onboarding and scale-up plans and ensure 100% adoption.
- Handover to BAU support and client operation teams.
Able to work Hybrid from one of our Capita offices and travel as required.
Experience:
- Proven experience in leading change management initiatives, preferably in a contact centre environment.
- Strong understanding of AI and agent-assist technologies.
- Excellent communication and facilitation skills.
- Ability to work collaboratively with cross-functional teams.
- Strong analytical and problem-solving skills.
- Able to effectively communicate with internal and external stakeholders, adept at appropriately challenging to drive improved outcomes.
- Proven ability to understand and apply comprehensive business insights to drive strategic decision-making, identify growth opportunities, and enhance overall organisational performance.
Skills:
- Service Design
- Change Management
- Workshop Facilitation
- Training Coordination
- Performance Tracking
- Stakeholder Management
- Business Acumen
What we hope you’ll do next: Choose ‘Apply now’ to fill out our short application, so that we can find out more about you.
Digital Transformation Change Lead employer: Capita
Contact Detail:
Capita Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Digital Transformation Change Lead
✨Tip Number 1
Familiarise yourself with the latest trends in digital transformation and AI technologies. This knowledge will not only help you understand the role better but also allow you to engage in meaningful conversations during interviews.
✨Tip Number 2
Network with professionals in the change management and digital transformation space. Attend relevant workshops or webinars to connect with industry experts, which could lead to valuable insights and potential referrals.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully led change initiatives in the past. Highlight your experience in conducting workshops and training sessions, as these are key responsibilities for the role.
✨Tip Number 4
Demonstrate your analytical skills by being ready to discuss how you would assess agent workspaces and define key tracking metrics. Showing that you can think critically about performance tracking will set you apart from other candidates.
We think you need these skills to ace Digital Transformation Change Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in change management, particularly in a contact centre environment. Emphasise your skills in workshop facilitation and training coordination, as these are key for the role.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the Digital Transformation Change Lead position. Discuss how your background aligns with the responsibilities outlined in the job description, particularly your experience with AI and agent-assist technologies.
Showcase Your Achievements: When detailing your previous roles, focus on specific achievements that demonstrate your ability to drive change and improve performance. Use metrics where possible to quantify your impact, such as increased adoption rates or improved customer satisfaction scores.
Prepare for Potential Questions: Anticipate questions related to your experience with change management initiatives and your approach to stakeholder engagement. Be ready to discuss how you would handle challenges in implementing new technologies and processes.
How to prepare for a job interview at Capita
✨Understand the Role Thoroughly
Before the interview, make sure you have a solid grasp of what the Digital Transformation Change Lead role entails. Familiarise yourself with AgentAssist and how it integrates into agent teams. This will help you articulate your understanding and show your enthusiasm for the position.
✨Prepare for Scenario-Based Questions
Expect questions that assess your experience in leading change management initiatives. Prepare examples from your past roles where you've successfully implemented change, particularly in a contact centre environment. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Showcase Your Communication Skills
As this role requires excellent communication and facilitation skills, be ready to demonstrate these during the interview. Practice explaining complex concepts simply and clearly, and be prepared to discuss how you would lead workshops and training sessions effectively.
✨Highlight Your Analytical Abilities
The role involves assessing agent workspaces and defining key tracking metrics. Be prepared to discuss your analytical and problem-solving skills, and provide examples of how you've used data to drive strategic decision-making and improve performance in previous roles.
