About this role

As an Innovation Manager, you’ll be required to identify and implement tactical solutions to business problems and inform to the strategic transformation and change programmes (people, process, customers, network and systems) across service delivery (SD), so as to realise our strategy and meet key business objectives. 

You’ll be a visionary, able to innovate in an imaginative way. You will need to evaluate complex and abstract ideas and bring them back to an achievable, deployable, and realistic plan. You’ll need to ensure that our robotic and processes change is governed through conceptualisation, requirements, build and deployment stages to ensure the delivery of sustainable change into the business, and the achievement of key business outcomes and measures to deliver exceptional service performance leading to a better customer experience and ensures we meet regulatory commitments.

You'll have the following responsibilities

• Delivering our desk automation agenda, focusing on the mantra of Elimination, Automation or Simplification to remove desk effort, customer loops and waste across the end-to-end provision and repair journeys

• Lead a team of innovators (Builders) to deliver end to end solutions utilising the ‘right language’ at the ‘right time’

• Partnering with desk-based teams, programme specific stakeholders and vendors to gather requirements, define new opportunities and system enhancements for supporting desks

• Delivering end to end solution requirements across both tactical and strategic initiatives for the product portfolio as part of an innovation squad, driving business benefits in terms of service performance, cost and customer experience

• Designing solutions that align to the business strategy and deliver the customer service vision and operational service performance defined in the business goals

• Engaging up to Director level to ensure sign off on solution requirements and success criteria

• Provide input into building the business case for future change initiatives and have strong stakeholder management / negotiating skills to draw in investment

• Champion human centred design principles, delivering intuitive and high impact solutions that make a measurable difference

• Challenge non-fact-based decisions and create both innovative and disciplined ways of working

• Communicate your approach in a compelling, inspiring and interesting way using real case study examples

You'll have the following skills & experience

• Proven experience of design/delivery within innovation, Automation or Tech Solutions to include RPA/RDA. 

• Experienced software engineer, proficiency in a range of programming language to enable the ‘right tool’ to be used for the ‘right job’

• Strong financial acumen, project delivery with multi-£million cost saving

• Experience working with desk and field operational teams 

• Experience of using innovation and data to optimise process, cost and customer experience

• Strong thought leadership in developing new ideas, concepts, strategies and plans with the ability to cut through barriers to bring real clarity and focus to delivering outcomes

• Track record of using transformation programmes to enable a cultural shift across large operation operations

• Proven track record of using continuous improvement/innovation to enable a cultural shift across large operation operations