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Head of Tech - Customer Contact Transformation

Cardiff

  1. Full time

Closing date

27/01/2021

More about the job

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Job Role: Head of Tech – CCT

Department: IT

Reports to: Delivery Lead

Supported by: Head of Change & CTO

Head of Tech – Customer Contact Transformation

We understand that a good work life balance is important, and we want you to have an element of freedom to define a working lifestyle that supports this. We are happy to talk about flexible working. Please contact Recruitment for more information.

Job Purpose

The Customer Contact Transformation (CCT) programme will give Admiral a flexible and scalable customer engagement capability, leveraging digital and communication technologies, providing the ability to continually evolve and innovate a consistent and effortless customer experience whilst optimising value. Treating customers as individuals, enabling them to engage easily and efficiently with us, with the ability to move between channels without the need to repeat themselves, demands a new approach from Admiral, with new technology. Cloud-based digital technology has advanced to the point where all channels, from voice to chat, and email to SMS, can be managed in an aligned and integrated way. Combining these with advanced learning and decision technology, capable of using all our knowledge of customers to shape the interaction as it happens, allows us to give a unique yet consistent engagement experience every time. Applying such technologies in real time enables us to rapidly understand customer needs, resolving some there and then, and routing others to the most suitable agent first time. Blending channels will allow both customers and agents to choose the right medium to complete their interaction, for example complementing a voice conversation with information sent to a mobile phone as part of a single interaction, avoiding the need for subsequent exchanges; saving both customers and Admiral time and money.

CCT’s scope includes the Operations and Claims areas and its core aims are centred on:
• Optimising the customer experience
• Enriching the agent experience
• Driving operational efficiency and value
• Instilling continuous innovation
• Achieving commercial advantage

The role holder will take the lead in providing technology solutions that deliver the business outcomes for customer contact. They will ensure the achievement of the Objectives and Key Results as agreed with the business lead.

They will promote engineering best practices across the team and work with the architecture lead to ensure that the technical solution aligns with technology roadmaps and architecture strategy.

The Head of Tech will work across and with the wider technology organization to remove technology and engineering related impediments, resolve technical constraints and escalations, and be a champion for the technology strategy within Customer Contact.

Accountabilities

  • Accountable for design, engineering, and quality of the technical delivery of the Tribe
  • Accountable owner and role model for living the following values: productivity, quality, transparency, and openness over internal politics.
  • Accountable for providing open and effective communication channels leading to greater knowledge transfer across the Tribe.     
  • Accountable for ensuring that each technical solution follows architectural governance processes as set out by the CTO function and supports on ensuring that technology choices and implementations align with technology roadmaps and architecture strategy
  • Accountable for driving continuous improvements to the engineering processes for the Tribe resulting in increased efficiency or enabling greater ROI
  • Accountable for managing the technical debt process and level resulting in ownership over specific epics that address technical debts ensuring that solutions do not result in uncontrolled technical debt.  

Responsibilities

  • Responsible for providing line management duties for Chapter Leads with a view to focussing on coaching and mentoring techniques that align to both agile principles and Admiral values
  • Responsible for leading on the creation of technical solutions for the Tribe epics/stories, collaborating across the teams to ensure solutions are delivered to an agreed schedule and level of quality
  • Responsible for providing estimates for user stories with a specific view on technical complexities and dependencies, supporting the Delivery Lead with planning
  • Responsible for providing technical leadership and engineering guidance to engineers in the Tribe resolving technical constraints and roadblocks faced by the Squads
  • Responsible for owning technical risks/issues and plans mitigation action at the Tribe level
  • Responsible for ensuring that the technical team is working to help achieve the technology strategy of Admiral UK and is an active contributor to the strategic agenda
  • Responsible for owning technical dependencies and provide input to Quarterly Tribe Alignment, Monthly Tribe Planning, and Sprint Planning
  • Responsible for identifying and implementing continuous improvements to the engineering processes for the Tribe resulting in increased efficiency or enabling greater ROI
  • Responsible for managing specific epics that address technical debts ensuring that solutions do not result in uncontrolled technical debt.  
  • Responsible for taking ownership in resolving technical impediments for the Tribe.

Key interactions

  • Coaches engineers and technical people in the Tribes
  • Collaborates and consults with Architecture, specifically the assigned architecture lead
  • Collaborates and consults with technical governance functions e.g. InfoSec, Data Governance etc.
  • Collaborates and consults with Heads of Tech from other Tribes
  • Support Product Leads and Delivery Leads in Tribe level planning

Knowledge and Experience Required

  • Extensive knowledge and experience engineering key technology components
  • Extensive knowledge and experience in design and development with the following: Cloud Based Contact Centres (CCaaS), including, but not limited to Google CCAI (especially Dialogflow) and/or other cloud contact centre solutions
  • Experience of Avaya Aura Contact Centres and/or Twilio would be advantageous. 
  • Experience of developing Unified Agent Desktops would be ideal, including integration to multiple Systems of Record
  • Knowledge and experience with Line management through both coaching and mentoring techniques
  • Experience operating within heavily regulated environments including external regulated consumer products and service offerings
  • Extensive knowledge and experience using development and release toolsets
  • Extensive knowledge of identification and management of specific engineering, design and testing standards and practices that comply with internal organisation IT governance and architectural standards within a heavily regulated environment
  • Knowledge and experience with 3rd party service providers including facilitation of RFP, onboarding, and performance management (design of SLA and overall KPI)
  • Previous experience of collaborating with architecture functions in order to deliver solutions aligned with technology roadmaps and Enterprise Architecture strategies
  • Previous experience of managing and eliminating technical debt
  • Previous experience of Scaled Agile practices and ways of working
  • Extensive experience and awareness of IT architectural governance, standards and methodology
  • Experience and knowledge of CISO governance frameworks, standards, controls and auditing documentation covering both business and technology solutions currently within product backlogs  
  • Knowledge of insurance technologies preferred e.g. Guidewire
  • Knowledge and experience in the use of tools such as: Jira, Confluence etc.

 

Desirable Professional Training

  • Expectation is that they would require specific domain, technology type qualifications dependent upon expected backlog technical outcomes (subject matter qualifications)
  • Professional Cloud Solutions Architect Certification – example for Cloud based professional qualification
  • TOGAF 9.0 (desirable)
  • SAFe® 5 Agilist certification (Multiple Agile certifications can be used but most widely used is SAFe)

Salary, Benefits and Work-Life Balance

We do not have a set salary for this position, as it will be dependent on the successful candidate’s experience. We are happy to see CVs from all candidates who meet the requirements and will be happy to discuss the remuneration package.

At Admiral, we are proud to be a diverse business where we put our people and customers first. We have great benefits to ensure employees have a great work-life balance; it's one of the reasons we're voted no. 1 in the 2019 Sunday Times Best Big Companies to Work For in the UK. We want you to have an element of freedom to define a working lifestyle that supports this, so accommodate flexible hours wherever possible.

If you think this role is for you and would like to be considered for this opportunity, please complete an online application form. 

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