Digital Adoption Engagement Manager

Job Description

The digital adoption engagement manager is responsible for the definition and delivery key digital adoption initiatives that support the wider VMo2 business to achieve its goal to become a digital first business. The purpose of the role is to deliver leading digital adoption performance, ensuring that our customers are engaged in & regularly use digital channels without having to speak to a customer services agent.

The Adoption team sits within Customer Contact department in our Operations division and is focussed on educating and enabling customers to embrace digital channels. The team consists of Engagement managers supported by a delivery team and works collaboratively with key digital teams (Digital Product especially) and the wider Customer Contact teams to drive projects and initiatives that nudge customers to & adopt new or optimised digital services via web, app & non assisted channels and reduce voice calls.

Who we are

The UK’s fastest broadband network. The nation’s best-loved mobile brand. And, one of the UK's biggest companies too.

Diverse, high performing teams - jam packed with serious talent. Together, we offer the UK more choice and better value, through our boundary-pushing, customer-championing values and ambitions.

Together, we are Virgin Media O2, and we can't wait to see what you can do.

Accessible, inclusive and equitable for all

Virgin Media O2 is an equal opportunities employer and we're working hard to remove bias and barriers for our people and candidates. So, we build equity and inclusion into everything we do, from the policies we craft to the relationships we shape. We support and encourage you to be your authentic self throughout your application journey with us.

The must haves In order to be considered, you must have the following experience;

• Define roadmap and proactively identify optimisation opportunities bringing these to the attention of the adoption LT for agreement
• Taking the lead in daily stand-ups to ensure relevant decisions are made to progress the deliverable
• Provide direction to the team and stakeholders throughout the project & across various initiatives
• Ensure delivery manager and team members have appropriate tasks to work on & cadence is accurately tracked

The other stuff we are looking for We'd also love you to bring;

• Experience managing stakeholders and influencing decisions
• Evidence of use of customer insight and ability to problem solve along with strong customer experience and strategic focus
• Experience of Digital self-service and customer service to drive digital adoption & reduce calls
• Evidence of making data informed decisions
• Strong understanding of the Digital ecosystem, website design, content types, mobile and tablet applications, web technologies and digital marketing best practices.
• Evidence of strong analytical skills to measure impact and identity trends

What's in it for you

Our goal is to celebrate our people, their lives and everything in-between. We aim to create a culture that empowers everyone to bring the best versions of themselves to work each and every day. We believe the most inclusive and diverse culture makes for a better business and a brighter world.

Working at Virgin Media O2, you get a bumper reward package bursting with benefits, and loads of extras you can add if you’d like to. These are designed to support both you and your loved ones, making sure that you’re covered no matter what life throws your way.

Next steps Once you've applied the next steps of the process, if successful, are likely to include a competency interviewed followed with a data task to complete as part of the process.
If you’ve got any burning questions or require reasonable adjustments to support you through the recruitment process, please drop the recruiter a note. LI-ST1