Head of Omnichannel Transformation
About the job
The Head of Omnichannel Transformation is a pivotal job at MUFG Retirement Solutions, leading the charge in designing and delivering an enterprise omnichannel strategy. This job is crucial for transforming customer interactions and back-office operations, ensuring seamless journeys for clients. Collaboration is key, as the team works closely with Technology, AI & Automation, Operations, and Customer Experience leaders to break down silos and enhance service outcomes.
You'll be responsible for
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Leading omnichannel strategy
Defining and executing the enterprise omnichannel strategy across voice, chat, email, and digital self-service.🖥️
Transforming contact centre platforms
Overseeing the selection, implementation, and optimization of contact centre and agent desktop platforms.⚙️
Driving operational efficiency
Partnering with various teams to improve service outcomes and drive operational efficiency across customer touchpoints.Key criteria
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Extensive omnichannel transformation experience
Proven experience leading omnichannel initiatives at enterprise scale.View
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Deep technical expertise in CRM and contact centre platforms
Strong knowledge of CRM systems and contact centre technologies.View
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Operational transformation delivery
Demonstrated success in delivering operational transformation programs.View
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