Consumer Care Global Functional Expert

Job Overview

The Global Functional Expert provides the systems and business process expertise in Consumer Care to support the segment and markets in delivering excellent experiences to our consumers. This role is accountable for overseeing compliance and consistency in the operation of Consumer Care globally They will use their systems expertise to inform our clients Consumer Care technology road map and determine how digital capability and data can support the execution of our strategic vision.

Key Responsibilities

Product Owner for client, represent the interests of the client in Pulse Governance group.

Govern Pulse license usage; forecast and control/audit the consumption of our clients users
Participate in IT Security audit processes, systems testing, end to end management of Pulse updates
Segment point of contact for managing Sales force relationship, staying up to date with SF service cloud and understanding where we might leverage capability to achieve our vision
Single point of contact to provide training and ongoing support to internal and external Consumer Care teams and answer questions and queries about existing technology used by our clients consumer data; ensure clients markets understand and are complying with all data and privacy requirements and act as escalation point for One Trust.

Provide input and direction to data strategy, working closely with our Contact Centre Technology Lead, Consumer Care Leads and our functional partners to identify new sources of data and improve understanding of the consumer across the organisation (to include development of 1PD strategy)

Context and Scope

As a member of the Global Consumer Care Leadership team, this role will use their systems expertise to collaborate with Global Lead and Regional peers to evolve best practices, innovate change and ensure that we continuously improve our services with changing business needs and consumer behaviours
This role will collaborate cross-functionally, to identify and champion opportunities to leverage our contact centre technologies to increase our value delivery and drive forward our vision.

Job Specifications/Qualifications

Bachelor's degree required.

Professional expertise in related work (customer service, technical services etc) Sales force experience is a plus.

* Solid project management skills - proven track record of managing multiple projects simultaneously and ability to track projects with varying deadlines.

* Technology savvy with a keen interest in leveraging technology to drive business value

* Ability to collaborate in a matrixed environment, with multicultural and remote peers/project teams

* Demonstrated process improvement and problem-solving skills

* Strong analytical, problem solving and organisational skills required

* Broad thinker who understands how effective operations supports the wider organisation

* Excellent communication skills with good knowledge of written and spoken English.

Leadership Competencies

-Customer Focus

-Decision Quality
-Process Management
-Negotiating
-Command Skills

Key Functional Competencies & Technical skills

-Comfort with numerous and complex information technology systems (preferred)
-Project management
-Analytical skills

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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