LEAD INNOVATION AND TRANSFORM CUSTOMER EXPERIENCE WITH DIGITAL BUSINESS SOLUTIONS.

Are you a Business Solutions Expert with a passion for designing cutting-edge business solutions, harnessing digital transformation? Do you thrive on crafting scalable, innovative solutions that elevate the customer experience within customer management operations and solve real business challenges? If so, we want to talk to you about your next career move.
At Ventrica, we’re a forward-thinking company with big plans for the future, and we’re looking for a skilled Business Solutions Expert to join our team. In this role, you’ll drive the design and delivery of impactful solutions as part of a broader operating model design, working closely with both internal teams and Clients to ensure success. You’ll lead discovery workshops that include understanding key customer journeys and supporting processes, validate technical approaches, and create business solutions that highlight the power and value of digital products.
If you’re ready to thrive in a fast-paced, growth-oriented company where your expertise will directly contribute to transformative customer experiences, let’s chat.

PREFERRED QUALIFICATIONS:

• Strong Experience with Digital Solutions: Working experience of digital solutions, ideally knowledge of Zendesk and other providers.
• Strong Technical Background: ability to understand tech opportunities when designing solutions, ideally in a fast-paced, customer-focused environment.
• Operational solutions background: designing multi-faceted solutions, with a strong digital focus to deliver customer outcomes.
• Sales & Delivery Collaboration: Proven ability to collaborate with both sales teams and delivery teams to create and execute successful solution strategies.

WHAT YOU’LL BE DOING:

• Own the Business Solutions Design: Lead the design of end-to-end customer management solutions, optimising the use of digital technologies ensuring they seamlessly blend into operations, optimising the customer’s experience, removing waste, smoothing out journey friction, and enhancing agent activities. The solutions will be scalable, secure, and perfectly aligned with Client needs.
• Consultative Selling: Support sales teams by providing solution expertise throughout the sales cycle, helping to craft compelling value propositions and blended proposals.
• Lead Discovery Workshops: Facilitate discovery sessions with clients to understand their business and operational challenges to translate them into powerful blended solutions.
• Validate Feasibility: Work collaboratively with internal and external SME’s to ensure the technical and operational feasibility and implementation success of proposed solutions, working closely with delivery and operational teams to validate approaches.
• Collaborate with Digital Teams (including Zendesk): Build strong relationships with digital, technical and commercial teams to stay up-to-date on product capabilities and leverage their expertise.
• Support RFI/RFP Responses: Provide commercially viable digital, operating model and value-based content for RFI/RFP responses, ensuring alignment with Client requirements and business objectives.
• Solution Selling: Support contract negotiations with your technical, digital and operational expertise, ensuring that solutions meet both business and Client needs.

WHAT YOU’LL BRING TO THE ROLE:

• Digital Expertise: Deep knowledge of digital products and capabilities. Passionate about harnessing these products and services as part of the business solutions design to deliver outcomes for diverse Client needs, ensuring exceptional Customer Experience along the way.
• Solution Design Excellence: A proven track record of designing and delivering scalable, future-proof solutions that enhance the customer experience.
• Target Operating Model understanding – you have worked within the BPO and/ or Contact Centre industries and understand where digital solutions can enhance and optimise overall Customer Operations
• Consultative Selling Experience: Strong experience in consultative selling, with the ability to engage Clients, understand their challenges, and design solutions that add real value.
• Relationship Building: You excel at building relationships with stakeholders at all levels, from operational teams to C-suite executives, positioning yourself as a trusted advisor.
• Excellent Communication Skills: You’re skilled at presenting complex solutions in a clear and engaging way, whether in technical documentation or high-level presentations.
• CX Strategy Understanding: You have a solid understanding of Customer Experience and how digital solutions and technologies fit within broader business systems and operational settings.