Role purpose:

• Define and own support functionality of Online and Self Service touch points  (including but not limited to App, USSD, IVR and Live chat)

• Manage the Online and Self Service channels as a means to deflect calls to the Call Centre.

• Enhance the assisted support functionality through the use of chatbots.

• Develop and execute the Digital Support roadmap in line with the company roadmap to optimize customer experience and associated cost savings.

• Be transformational and lead the change required to execute a solid Digital Care Strategy.

Key accountabilities and decision ownership

• Implementation of all approved touch points and self-service as per approved road. Increase adoption and usage of all developed channels.

• Improve customer experience through deep understanding of customer needs/insights as well as competitive analysis for continued development of the services and touch points to ensure market leadership.

• Implement a robust reporting framework for performance tracking and improvement recommendations.

• Collaborate with all key stakeholders, specifically with IT and key suppliers where required.

• Drive innovation and change within the digital space. Take deep interest in new technologies and emerging global service delivery trends.