Digital Performance Lead - Chat

at  McMillan Shakespeare Group

Digital Performance Lead - Chat
At MMS, our purpose is clear: To make a difference to people’s lives. Guided by this commitment, we offer tailored solutions to clients and customers across our businesses in Australia and New Zealand. Our vision is to be your trusted partner, simplifying complexities and turning challenges into opportunities. Our diverse services - from salary packaging and fleet management to disability support - aim to enhance your financial wellbeing and empower your aspirations.
Through our subsidiaries, we offer a breadth of services and expertise designed to responsibly deliver superior long-term value to our clients and customers, which include Federal and State governments and some of the largest public and private sector, health and charitable organisations.
As the Digital Performance Lead - Chat , you will drive the optimal performance of our chat channel experience to respond to our customers’ needs more efficiently and effectively through chat bot and live chat with consultants, in support of our sales and operations teams. You will also have accountability for achieving commercial goals associated with our chat channels.
The Digital Performance Lead - Chat will be responsible for the successful development, execution and implementation of conversational strategies and long-term optimisation roadmap incorporating modern capabilities and tools that apply to various chat media - messaging, chatbot and voice. This role also leads digital chat initiatives and manages daily operational tasks that enhance user experience.

• Manage the strategic and tactical design, development, and deployment of chat function across various digital channels, including but not limited to our websites and apps
• Collaborate closely with UX, Data Science, Sales & Operations teams to deliver conversational experiences across digital channels
• Manage stakeholder relationship (Sales & Operations) to ensure chat functionality supports overall business goals
• Drive sustainable adoption of chat channel across Sales & Operations, and continually find ways to enhance customer experience on websites and apps
• Audit and map customer journeys across all channels and drive ongoing digital chat optimisation activities
• Build, implement and maintain reporting dashboards to monitor chat channel performance, and use data-driven insights to optimise chat functionality and improve customer experience
• Recommend changes and enhancements to the chat channel, with customer experience, operational cost and ROI in mind
• Collaborate with internal stakeholders to identify and develop future opportunities, defining the chat channel future roadmap
• Stay up-to-date with the latest chat AI technology and best practices, and continually find fit-for-purpose use cases where we can leverage them within the organisation
• Ensure seamless delivery and launch of projects - from defining requirements, prioritisation, briefing and planning timelines to completion.
• Manage and maintain vendor relationships, ensuring service level agreements are met
• Liaise with internal and external development team to ensure timely delivery of projects, bug fixes, feature requests and deployment schedules.