Innovation Manager

Job Title : Innovation Programme Manager (Dedicated)

Location : Glasgow

Job Type : Full-Time

About the Role : We are seeking a dynamic and forward-thinking Project Lead - Innovation to spearhead initiatives that improve customer and agent experiences through the use of cutting-edge technologies, particularly AI. In this role, you will implement new systems, channels, and strategies that streamline the customer and agent journey, enhancing operational efficiency across the organization. The ideal candidate will have strong analytical skills, a passion for continuous improvement, and a deep understanding of emerging AI trends. This person will be heavily involved in the day to day operations ensuring that there are no boundaries between the essential teams that are necessary to ensure success.

Key Responsibilities :

• Lead Innovation Projects : Manage and oversee the implementation of new systems, strategies, and channels to improve customer and agent experiences.
• AI Integration : Utilize AI technologies to optimize processes, enhance decision-making, and provide innovative solutions that benefit customers, agents, and the organization.
• Customer and Agent Journey Optimization : Focus on improving the overall experience of customers and agents by identifying pain points and implementing technology-driven solutions.
• Cross-Functional Collaboration : Work closely with multiple teams across the organization to pull the right resources and expertise together to drive successful project outcomes.
• Stakeholder Management : Engage with internal and external stakeholders to ensure alignment of goals, expectations, and deliverables.
• Trend Monitoring : Stay up to date on the latest industry trends and AI advancements, and proactively integrate relevant technologies into the organization's strategies.
• Data-Driven Decision Making : Leverage analytics and data insights to assess project performance, drive continuous improvement, and inform strategy adjustments.
• Team Leadership : Lead and inspire cross-functional teams, ensuring collaboration, accountability, and the achievement of key objectives.

Qualifications :