Job description

Customer experience at du increasingly happens through screens rather than call centers, and this Digital Care Director role exists to make sure that shift keeps paying off for the business. You set the strategy for Digital Care, both short and long term, aligned with the wider organization's direction, then translate that into new customer access channels built on effective technology infrastructure. Relationships with other departments get formalized through service level agreements, keeping resolution of customer requests and complaints efficient across the board. Best digital practices, KPIs, and performance targets all fall under your direction, informed by customer behavior reports and marketing analyses that shape the mobile app and self-care improvement roadmap. NPS, customer satisfaction, and Voice of the Customer programs need defining and implementing too, giving the business an ongoing way to measure customer experience. Day to day operations of the digital care function sit with you, covering everything from new technology deployment to staff training and problem resolution capability. Employee engagement, recognition, and performance management round out the people side of the role, alongside appraising and developing the wider team. Budget planning, monitoring, and control complete the picture, keeping the department accountable alongside its customer facing goals.