Essential Duties and Responsibilities

Strategic Planning and Alignment: Develop and implement customer experience strategies that align with the organisation's goals, ensuring new technologies enhance client satisfaction, increase self-service success rate and drive business growthTechnology Deployment Oversight: Lead the planning, execution, and monitoring of new technology rollouts on client accounts, ensuring they meet client requirements and deliver measurable outcomesSupporting Client Relationship Management: Act as a senior point of contact for clients, fostering strong relationships, understanding their needs, and ensuring technologies are tailored to deliver value.Change Management and Stakeholder Engagement: Manage organisational change by collaborating with internal and client stakeholders, ensuring smooth adoption of new technologies while minimising disruption.Team Leadership and Development: Build and lead high-performing teams, ensuring they are trained and equipped to implement and support new technologies while delivering exceptional customer experience.Performance Monitoring and Continuous Improvement: Evaluate the effectiveness of deployed technologies and CX strategies, using data and feedback to drive continuous improvement and innovation.Risk Management and Issue Resolution: Identify potential risks associated with technology deployments, proactively resolving issues to ensure successful delivery and maintaining client trust.Key contacts and relationships
Internal

Technology teamStrategic initiatives teamClient services teamProduct management & service design teamExternalClientsVendor management team of key technologies Qualifications & Experience Essential 5 plus years of working in scale Contact Centre & CX deliveryMulti-channel delivery experience with technologically innovative clientsAbility to work under pressure and effectively prioritise competing demandsDesirableExperience of working with Amazon Connect Commercial acumen with the ability to build compelling business and use casesUnderstanding of digital transformation methodologies and approachesMaximus CompetenciesEmbraces Respect. Partners Effectively. Creates Innovative Solutions. Focuses on the Customer. Demonstrates Compassion. Takes Responsibility & Acts with Integrity.Individual CompetenciesExceptional communications skillsStrong presentation capabilities EEO Statement Maximus is committed to developing, maintaining and supporting a culture of diversity, equity and inclusion throughout the recruitment process. We know that feeling included has a dramatic impact on personal well-being and are working to ensure that no job applicant receives less favourable treatment due to any personal characteristic.  Advertisements for posts will include sufficiently clear and accurate information to enable potential applicants to assess their own suitability for the post.  We are a Disability Confident Leader, thanks to our commitment to the recruitment, retention and career development of people with disabilities and long-term conditions. The Disability Confident scheme includes a guaranteed interview for any applicant with a disability who meets the minimum requirements for a job. When you complete your job application you will find a question asking you if you would like to apply under the Disability Confident Guaranteed Interview Scheme. If you feel that you have a disability and apply under this scheme, providing that you meet the essential criteria for the job, you will then be invited for an interview. Your Guaranteed Interview application will only be shared with the hiring manager and the local resourcing team. Where reasonable, Maximus will review and consider adjustments for those applicants who express a requirement for them during the recruitment process.