Own the Innovation & Automation of Digital Workflows and Service Catalogue design within the NOW platform.

This role will see you

• Identify opportunities to reduce cost to serve through the automation of digital workflows 

• Identify and design new touch points leveraging NOW capabilities to evolve self service, in-person and digital experiences 

• Identify and communicate the goals, objectives and measures of self-service experience  

• Continuously improve the self-service experience  

• Manage and Report on effectiveness of self-service experience  

• Identify and own appropriate organizational change management activity to embed new ways of working 

• Act as the “go to” SME for IAG Tech for innovation and automation of digital workflows leveraging the NOW Platform 

• Act as the “go to” SME for IAG Tech for Service Catalog design  

• Own and manage all NOW functionalities enabling self-service, in person and digital experiences e.g. Virtual Agent, Employee Centre Portal, Walk Up Experience, Service Catalog and NOW Mobile App  

• Identify opportunities to transform experiences for employees and customers with end-to-end automated digital workflows 

• Auditing existing workflows, developing blueprints for new workflow experiences, and  

identifying opportunities for improvement and experimentation 

• Develop appropriate employee and customer personas and measures to quantify the business impact of having a suboptimal experience 

• Work in partnership with other IAG Tech functions and key strategic partnerships to identify and agree digital workflow opportunities to reduce cost to serve and improve customer experience of services 

• Design new touchpoints to evolve in-person and digital experiences 

• Translate aspects and components of the workflow experience to new channels and contexts 

• Create seamlessly integrated service experiences with other enterprise digital platforms 

• Ensure Service Owners are held to account for completeness and relevancy of the Service Catalogs for their Service Offerings 

• Engage with projects to ensure service catalog design provides the required service offering to meet customer needs within project timeframes 

• Responsible for the continuous improvement plan for service catalog design 

• Identifying and approving all requirements, use cases, user stories, etc. to support new or improving service catalog designs for service offerings 

• Evangelise and act as a coach to improve understanding and value of Service Catalogs and self-service channels leveraging the NOW Platform within IAG and how to use; with the aim that they are consumed and used with ease throughout the organisation