We use our expertise and products to craft customer experiences which enable some of the world’s best-known brands to acquire, engage and retain the most demanding and choice-rich customers. Our unique expertise and insight into high net worth, frequent travellers allows us to create products and solutions for our clients that inspire greater customer engagement to drive more profitable relationships, enrich their travel experiences, protect what matters and assist in in times of need.
While specialising in Financial Services, Travel and Retail, we also support clients in multiple sectors. We have worked with over 90 airlines, 20 hotel groups and more than 600 financial institutions and banks, with clients including Accor Hotels, Air France KLM, American Express, British Airways, Cathay Pacific, Diners Club, Mandarin Oriental, Mastercard, Radisson Hotel Group, Sephora, Visa and Vhi.
We take our 30 years’ experience working with these kinds of household names in over 170 countries and help our clients to deliver the smarter experiences it takes to differentiate their propositions and help them win deeper devotion with their customers.
Collinson is a privately-owned entrepreneurial business with 2,000 passionate people working in 20 locations worldwide. Our solutions include Priority Pass, the world’s best known airport experiences programme, while we are also the trusted partner behind many of the leading financial services, airline and hotel brand’s reward programmes and loyalty initiatives.
This Customer Service Experience Product Owner role is within the Global Customer Service Centre business unit; a global function that provides contact centre services to a wide range of blue-chip clients. The team spans all regions and has around 400 staff worldwide. Our service centres are in UK, USA, Cape Town, Ireland, Australia, U.A.E. and Hong Kong.
Purpose of the job
All Collinson divisional propositions and products maintain a continuous cycle of development and enhancement.
This role is responsible for organising and delivering a first-class end-to-end customer service experience aligned with CSX strategies, specifically with respect to customer facing Live Chat and Chat Bot journeys. The role represents Global Customer Service Centres, engages and updates internal stakeholders at divisional forums and showcases to clients as required.
Using divisional CSX roadmaps and strategies, you will identify and prioritise deliverables to create continuously evolving, high quality Chat/Bot experiences that deliver maximum business and user value as early as possible. You will also support business case development and assist in identifying benefits tracking mechanisms that measure the performance of implementations.
In this role, you’ll have the opportunity to develop your skills and experience while working with a dynamic team. Reporting directly to the Head of Customer Service Experience Products, you will work as a key part of the Global Customer Service Experience team, supporting and evaluating demand from business stakeholders and clients and ensuring strong viability before progressing to delivery.
Key Responsibilities Own, prioritise and refine the CSX LiveChat/Bot Product backlog across all divisional customer service functions. Be the key decision maker on LiveChat CX / UX priorities in collaboration with stakeholders - leading dialogues, influencing and negotiating sequencing of delivery, such that all stakeholders have clear visibility on priorities and outcomes Point of contact for Live Chat/Bot service journey recommendations/suggestions for enhancements and changes Write clear and reasoned customer & agent journey maps, EPICS and User Stories to create great Live Chat/Chat Bot service experiences Support ongoing development of the CSX strategic vision and maintaining the roadmap for CSX Products, where Live Chat/Chat Bot is an integral customer service function. Lead, facilitate participate in regular team stand ups and other forums with Global Contact Centre colleagues and in the broader Collinson business Provide regular and adhoc stakeholder communications and reports Be an advocate for and lead CSX Live chat/Bot Product awareness and info sessions internally and externally, providing demonstrations of features and functionalities to Collinson staff and clients Maintaining a current knowledge of the Global Contact Centre servicing environment so that implementations are well-considered from an operational point of view Attending relevant industry and Contact Centre or other relevant expos to stay on top of emerging trends and new technical developments Work with CSX Solutions Architect, Product Owners and other key contributors from the Collinson business to identify best fit solutions that support and push the CSX Product agenda
Knowledge, skills and experience required You are a great communicator, who delivers complex concepts clearly, in simple (not simplistic) ways to key stakeholders, delivery teams and senior executives. You inspire confidence, trust and competence when articulating your views by making convincing arguments that influence others and play to and drive forward your agenda. You must have recent, extensive demonstrable experience in the following: Demonstrable Customer Service Product Owner experience, specifically within the digital servicing space (min.2 years) in particular Live Chat / Chat Bot / AI / Machine Learning are critical skills for this role Direct experience of delivering innovative change within the Contact Centre / Customer Service arena, that drives real and measurable value Prioritisation of different business requests based on a variety of factors and values eg: End user, commercial, operational or client Varied experience of delivering Customer Service transformation across different industries and sectors, favourable: Travel Benefits, Loyalty and Insurance. Customer Service expert; you identify and solve Customer problems from an end user standpoint using your extensive knowledge of Contact Centre operations; their people, processes and systems Possess the ability to create and map end-to-end customer and agent journeys, using your experience and research & analysis to design the ultimate experiences, using data and analysis to make informed decisions Excel at putting the Customer and Service Agent at the heart of the journey development process, integrating data, insights, research and market analysis to create simple yet satisfying experiences Experience in translating Business goals and value into a Roadmap and a backlog within the Claims environment Demonstrable experience of working across the full Product life cycle developing: Product roadmaps aligned to strategic demand Product requirement/features documentation User research and testing User journey mapping, wireframes / visual designs Epics and user stories Development and delivery plans Product launch & other communications that publicise your work Story point/ effort estimation/ resource assignment across projects Distance management and virtual team management Demonstrable third party and vendor management skills Strong understanding of web technologies in a customer-facing service environment
Person Specification Experienced Contact Centre professional; a self-starter, managing your own workload through solid understanding of priorities Analytical and great at detail but can elevate your style to suit your audience Possess strong collaboration skills and aren’t afraid to challenge perceived wisdom to promote new ideas Goal-oriented and solution driven and an exemplary problem solver, knowing why and when to take risks and when to escalate for support Promote and project a positive team work ethic and collaborative approach and are at ease with conflict, uncertainty and ambiguity and able to find ways forward collaboratively Open and easy to communicate with, receptive to new ideas and up for the debate when a difference of opinion arises Work well with people at all levels and possess an easy, approachable and engaging style
- Artificial Intelligence
- Claim Processing
- Coaching And Mentoring
- Customer Service