Digital Transformation Manager

Ranked as one of Ireland’s best workplaces, by Great Place to Work. We are looking for an ambitious Digital Transformation Manager to join our team on a full-time basis.  The successful candidate will work closely with our Head of Customer Experience and will have the ability to influence & drive improvements across our products and services. The role:We are embarking on a digital transformation journey to build solutions that will delight customers in every interaction while providing us with meaningful insights. If you have a passion for technology and thrive in fast-paced environments where you are given the autonomy to make impactful changes, you could be the right person to help us deliver this strategy. Responsibilities:Own the Customer Experience digital strategy by carrying out needs analysis, gathering business requirements and leading on solution designsProgramme manage the transformation of key systems such as Phone, Customer ticketing, Knowledge management, RPA (Robotic process automation), Workforce Management, eform/workflow management, NPS/CSAT engagement tools.Own customer payments journey including the roadmap for continuity and frictionless transactionsWork with Service Improvement and Contact Centre management team on solutions where digital can help identify and remove customer pain points and/or increase agent efficiencyDrive digital and online solutions which enable customers to self serve, removing pain points and call centre contactsPartner and collaborate with internal teams to diagnose, improve, and simplify the customer's journeyWork within the CX department and wider stakeholders to gather business requirements and work with market-leading solution providers to select appropriate systemsManage third-party solution providers to ensure excellent support levels and funnel feature requests  Experience & Skills:Strong Programme & Project Management skills – PM certifications would be an advantageA proven track record delivering Digital and/or Customer Experience Transformation ProgrammeHands-on experience of digital solutions such as Omnichannel contact centre solutions (telephony, chat, email), Ticket Management systems, Automation & RPAGood knowledge of IT architectures (infrastructure, database, application and integration layers)Experience with online payment solutions is an advantage Personal Skills:Excellent time management and organisationProblem solver, creative thinkerStrong execution and customer focussedEnthusiastic, Self-driven & pro-activeOpen to learning and developing skills and capabilitiesResults-focused and comfortable delivering to targetsCollaborative spiritCareer Incentive & BenefitsCompetitive salary & bonus structurePension Contribution Scheme after twelve months of servicePrepayPower Health Insurance Group Scheme & EAP with Laya HealthcareGreat career progression opportunities in a growing company with strong market growthFast-paced and friendly team environmentContinual training and development21 days annual leave, increasing with service.PrepayPower Staff TariffModern offices with excellent facilities in Sandyford and the flexibility to work remotelyEstablished CSR, Wellness and Social Committees, and great social events.Refer a Friend SchemeTax Saver Travel Tickets & Bike to Work Scheme Prepay Power is the market leader for Pay-As-You-Go electricity and gas in Ireland. We disrupted the energy market in 2011 with one purpose in mind: ‘To give people total control and complete transparency over their electricity costs.’ Over 160,000 customers have already switched to Prepay Power (and we’re still growing!). In a market dominated by semi-states and subsidiaries to large energy multinationals, we are Irish-owned and independent. Our service empowers customers to take control of their energy costs. Rather than the traditional market model of short-term discounts with significant terms attached, we help customers achieve long-term savings on the electricity, gas, and broadband that they use, which counts on every bill. Our approach is different and customer-driven. We pride ourselves on providing customers with an excellent level of service in an operationally efficient manner. PrepayPower is an Equal Opportunity Employer, we believe and treat all our employees, customers, and other stakeholders with dignity and respect.