Senior Manager/Manager/Assistant Manager (Customer Experience), WPD

Job Description

What the role is: As a Senior Manager/Manager in the Customer Experience team, you will analyse customer journeys, service operations and internal workflows to identify pain points, opportunities and emerging issues. You will work with stakeholders to design, pilot and implement LLM and automation-enabled solutions that improve customer experience, strengthen service delivery, reduce service demand and raise operational efficiency. What you will be working on: • Uncover and understand customers’ pain points, behaviours and service needs through analysis of customer feedback, operational data and AI-enabled insights, and translate these into improvements to services, communications and processes. • Identify and implement opportunities to use AI, LLM and automation tools to enhance customer experience, improve service delivery and streamline internal workflows. • Reduce service demand and effort-to-serve by improving self-help journeys, response quality and operational productivity. • Inform prioritisation of enhancements to digital services and internal processes through evidence-based insights, experimentation and continuous improvement. • Understand and analyse customer and business needs to identify friction points, unmet needs and improvement opportunities across user journeys and internal processes. • Identify, prototype and implement automation use cases such as drafting assistance, knowledge support, issue triage, insight generation and workflow automation to improve customer experience and internal productivity. • Work closely with policy, operations and technology stakeholders to redesign workflows, embed new tools into day-to-day operations, and support effective change management and adoption. • Develop guidance, governance and adoption initiatives to help officers use AI and LLM tools responsibly, effectively and consistently in service delivery and communications. • Define, track and review metrics to assess the impact of initiatives on customer outcomes, operational efficiency, service demand and adoption of AI-enabled solutions. What we are looking for: Show More