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Job ID Location Work Location
2200UX Reading Dual Location - Home & Reading Office
Job Type Contract Type Hours Per Week
Professional Full-time
Shift Pattern Closing Date
Standard: Standard working week. N/A

The digital team is accountable, not only for our digital product, performance and experiences but also informing, influencing and driving the wider business to become a truly digital company that is a benchmark for our industry and beyond. Three has long been an innovator and disruptor within the industry and that’s an area we will continue to drive. We are on a journey and the next 2-3 years will be an exhilarating ride while we roll-out the UK’s fastest 5G network, implement our new technology and launch our new journeys while at the same time bring some very exciting products to market.

We want to have the most intuitive, simple and easy to use digital experiences and we want customers to feel recognised, cared for and appreciated.

The Digital Service Lead is responsible for leading and delivering the multi-year strategic opportunity to increase the profitability and margin of the business through increased digital service mix . You will lead Journey analysis, monitoring and optimisation, including contact steering from digital to chat/CC/retail and will be key to designing a digital sales through service roadmap supporting the revenue and margin growth

We’re a diverse and inclusive bunch, and it’s important you can feel you belong here. We value everybody for who they are and what they bring to the table, supporting one another as we continue to deliver for our customers.

Where possible we’re committed to flexible working and supporting our employees to have the right work life balance. This is a Hybrid working opportunity where you will operate from Home and our Reading office with a balance of home and office based working.

ome and office based working.

The Digital Service Lead is responsible for leading and delivering the multi-year strategic opportunity to increase the profitability and margin of the business through increased digital service mix . You will lead Journey analysis, monitoring and optimisation, including contact steering from digital to chat/CC/retail and will be key to designing a digital sales through service roadmap supporting the revenue and margin growth

The role is accountable to drive channel Opex target with margin delivery in excess £8m and will also be supporting and growing the commercial margin delivery in excess of £1m.

  • Developing & implementing a clear service strategy & plan to support the delivery customer experience and performance improvement initiatives to reduce customer service contacts
  • Work with the Customer Service, Customer Experience and journey design teams to evaluate opportunities for contact elimination, automation and containment
  • Interact and engage with our App and web delivery teams to drive the change
  • Identify and execute opportunities to deliver sales through service (revenue and margin)
  • Lead Growing service performance through a continual test and learn approach through tools e.g., Adobe Target
  • Translate data insights from customer feedback, trials, proof of concepts and systems to identify new revenue opportunities, cost savings, product and proposition enhancements
  • Drive service roadmaps for digital products (app, website and Selfcare)
  • Provide inputs on key strategic discussions and decisions that will shape digital service transformation strategy

  • Excellent relationship building across a large number of stakeholders
  • Ability to effectively influence, communicate and drive change with multiple stakeholders at all levels of management
  • Knowledge of ‘Best Practice’ in customer service with experience implementing new working practices & processes that can be measured
  • Highly numerate, with excellent planning and analytical capabilities
  • Strong digital background and experience
  • Passion and understanding of digital technologies and capabilities
  • Energetic and collaborative and willing to roll up your sleeves and get involved in hands on delivery

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Three are a proud signatory of the Tech Talent Charter (TTC), working across industries to drive greater inclusion and diversity in technology roles.

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