About This Role

• Lead the end-to-end design and optimisation of IVR flows, including authentication (ID&V), call routing and transactional self-service journeys, and develop intuitive, efficient IVR trees that reduce customer effort, improve containment rates, and ensure regulatory alignment (e.g. security and fraud checks)
• Drive the development and deployment of ChatBot and virtual agent capabilities across voice and digital channels
• Work with AI and data science teams to train models, improve natural language, and optimise bot performance
• Lead the mapping of customer self-service journeys, identifying friction points and redesigning flows for usability, accessibility, and resolution, ensuring self-service journeys integrate seamlessly with live-agent escalation paths
• Ensure consistent and cohesive self-service experience across channels (IVR, web, app, chat, Voice) and collaborate with platform teams to integrate self-service tools with CRM, knowledge bases and workflow systems
• Use analytics to monitor IVR/ChatBot performance (e.g. drop-out rates, containment, authentication success) and continuously iterate based on insight, A/B testing, and customer feedback
• Ensure all self-service journeys, particularly ID&V processes, comply with regulatory, data protection, and security standards, partnering with Legal, Risk, and Compliance to review and approve relevant flow changes and disclosures
• Work closely with Digital, CX, Operations, and IT to align self-service developments with broader transformation and service goals, acting as the SME and strategic lead for all self-service design initiatives within the contact centre

• Educated to A-Level or equivalent
• Strong collaboration skills with proven track record of cross functional delivery
• Analytical skills to interpret usage data, optimise flows and report on self-service KPIs
• Experience in IVR design, optimisation and call flow mapping
• Strong knowledge of ID&V, voice biometrics, and authentication protocols in secure customer environments
• Experience in journey mapping, user testing, and accessibility best practices
• Understanding of FCA regulations, data privacy (GDPR), and customer vulnerability standards
• Certifications in UX, CX Design, or Conversational AI/NLU platforms are advantageous
• Training in Voice of the Customer or Service Design Thinking is desirable
• Experience in deploying or managing AI-based self-service tools, including ChatBots and virtual agents is desirable
• Familiarity with contact centre platforms and integration with CRM or knowledge tools is beneficial
• Experience with agile delivery, user stories, and product backlog management is beneficial

The hiring manager to contact is: Trish Parekh Email: trish.parekh@diligenta.co.uk

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