Role overview:

As the Operations Transformation Analyst for Consumer Experience, you play a key role, bringing together multiple complex internal and contact centre operations & multi-disciplinary initiatives. You will have experience working in Consumer Experience teams performing under pressure in a fast-paced environment and can partner across functions to deliver optimal results against challenging timelines.

Reporting to the Consumer Experience Director and will support Operations experts and Agent Enablement specialists deliver the strategy. You will manage initiatives and objectives of various sizes and scope, reporting and analysing performance against budget and critical metrics, identifying future opportunities.

What you’ll be doing:

• Contribute on the Consumer Experience strategy alongside the Senior Managers to achieve organisational goals
• Drive the creation and execution of a comprehensive contact centre multi partner and channel transformation strategy, ensuring successful delivery from start to finish.
• Foster collaboration across CX to deliver exceptional experiences and solidify PlayStation's position in the gaming industry.
• Maintain and drive strong governance and documentation by liaising with external partners, internal teams, and business leaders, clearly defining roles and responsibilities for team members.
• Act as the daily point of contact for the Ops Strategy Working Group, ensuring they remain focused and accomplish strategic design and improvement objectives efficiently.
• Create situational/scenario-based planning to analyse impact.

What we’re looking for:

• 5+ years of demonstrated success and/or relevant work experience in consulting, business strategy & operations, project/program management and/or operations, ideally in an environment focused on delivering services.
• Experience managing budgets, maximising opportunities.
• Demonstrated ability to juggle competing priorities; Proven ability to manage ambiguity, and a preparedness to take on what is necessary to get things done. Experience negotiating through challenging circumstances.
• Proven experience successfully leading and managing a programme for a globally distributed team.
• Strong people management skills with a highly developed level of emotional intelligence.
• Experience working cross-functionally with a wide range of different teams and personalities.
• Excellent interpersonal and written communication skills; Strong public-speaking and presentation skills.
• Ability to tackle issues and make choices that support program objectives
• Maintain composure and deliver optimal performance even in high-stress situations, demonstrating grace under pressure.
• Analytical, data-driven approach to problem-solving and an ability to think strategically about issues and solutions.
• Thorough understanding of consumer behaviour and how it can be influenced.

Desirable:

• Knowledge of analytics software e.g., Qlik, Tableau or MicroStrategy.
• Knowledge of Salesforce as a CRM platform or NICE inContact telephony platform
• Experience in working with Digital solutions supporting Consumers such as Messaging Apps, Bot/AI solutions

Benefits

• Discretionary bonus opportunity
• Hybrid Working (within Flexmodes)
• Private Medical Insurance
• Dental Scheme
• 25 days holiday per year
• On Site Gym
• Subsidised Café
• Free soft drinks
• On site bar
• Access to cycle garage and showers

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