Who we are
We're the people behind global loyalty currency, Avios, and home to three ambitious, growing businesses; Loyalty, Holidays and Retail. Each business has its own goals, strategy and team, but collectively we share a purpose to create the world's most rewarding experiences for our customers through loyalty programmes, new products and holidays. Get the full IAG Loyalty lowdown, here.
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Lever the information that is generated at IAGL's Contact Centre, by introducing an impactful usage of Verint Speech Analytics. For example, improve the way that the customer needs are identified, while detecting opportunities to make the service and the experience delivered by the agents better
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Empower Contact Centre Leaders with self-serve capabilities, by developing performance dashboards, and by educating and promoting their usage
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Meeting regularly with the Contact Centre stakeholders to understand their needs and requests, while delivering Products that ultimately improve their daily routines and the overall performance of our Contact Centre
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Constantly monitor and update the speech categories to refine and improve performance in response to the evolution of the business
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Define and develop key metrics to ensure the continuous improvement of our agents
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Challenge the status-quo by revisiting existing Contact Centre operational indicators and proposing changes to them or introducing new ones that might feel missing
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Provide relevant behavioral and sentiment customer insights to generate action plans, while influencing changes and improvements to the existing service
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Build high impact presentations for senior management up to C-Level
What we need from you
We are aiming high; we accept that it is unlikely that any one person will meet every aspect of the brief. Who you are is considered to be more important than what you have done or where you have worked, however the successful candidate will have meaningful experience in a Contact Centre environment and in the use of a leading Speech Analytics Tool (Verint, Callminder, Nice)
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Absolutely passionate about data
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Strong knowledge of a leading Contact Centre Speech Analytics Tool, such as Verint, Call Miner or Nice, with a proven track record of having generated positive impact through the usage of such tools
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Relevant experience building dashboards, using the likes of PowerBI and Tableau
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Openness and eagerness to collaborate with different people, while being able to build trust and strong human relationships
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Highly empathetic and a great listener, as this role is all about understanding the needs of colleagues and in delivering great and impactful tools to make their jobs better and easier
- Comfortable when dealing with uncertainty, as the Team is expected to deliver novel perspectives and push knowledge forward
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Excellent interpersonal skills, a curious mind set, and love for problem solving
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A proactive approach to the work, planning ahead and identifying opportunities for improvement
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Comfortable with travelling in a periodic basis (e.g. once per month) to the Contact Centre in Birchwood to engage with colleagues and get an in-site perspective of their needs
We might not be right for you if:
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You value perfection over fast iteration and progress; IAG Loyalty moves fast, we learn and iterate as we go; our environment isn't right for everyone.
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You prefer to operate in a fully established function with a set remit. This is a broad role where you have your hands on multiple levers and offers you the ability to shape it as you feel best, so it does mean you'll encounter some ambiguity as you build our creative capability
What you'll get in return
A few to spark your interest below, and you'll find even more on our career site.
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- Comfortable when dealing with uncertainty, as the Team is expected to deliver novel perspectives and push knowledge forward
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