Ivr Channel Strategy Owner

Job Listing No: 9740000

Ivr Channel Strategy Owner

Dublin – The IVR Channel Strategy Owner is responsible for defining and coordinating the business direction and vision of the IVR channel, focusing on customer experience and driving self-service where possible. Responsibilities Establish customer experience vision for IVR channel, inclusive of automation/self-service opportunities and routing out to teammates to streamline the experience and reduce transfers. Understand the various business challenges and needs around the global footprint to vet out the specific IVR opportunities, working with business leaders, site leaders, and other stakeholders to identify the business requirements and prioritization. Review customer feedback, data, call listening, business and other partner feedback to quantify and prioritize business needs. Partner effectively with Product Owners to share the needs of the business and the business problems. Understand the capabilities being created and establish operational readiness plans to ensure the business is … – Permanent – Full-time

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