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ABOUT VISION CONSULTING

VISION is a business change and consultancy firm with a unique approach. We have a track record of producing truly breakthrough results for client companies in the utilities, health services, financial services, telecommunications, and other sectors. VISION operates globally and is headquartered in Dublin with offices in Edinburgh and London.

We use Commitment-Based Management TM techniques to deliver complex projects. The best way to tell the story of VISION is to describe what we’ve achieved with our clients. We have assisted:

• One of the UK’s fasted growing utility companies to grow its customer base from 2.5M to 5M customers.
• One of the largest UK banks to develop a mortgage service line that moved from under a 1% market share to a 10% market share in 18 months.
• A major international mobile telecommunications company to realign its management and culture to meet the challenges of rapid revenue growth and geographical expansion.
• A leading North American manufacturer to transform into a global industry leader.
• One of the world’s leading ATM manufacturing and servicing companies to raise their Net Promoter score from 6% to 66%.
• A leading German engineering company to earn the highest profit margin in their industry.

Role title: Customer Experience and Operations Manager
Reports to: Programme Lead
Location: Dublin-based location with an opportunity for hybrid working
Role profile: The Business Support Service Team (BSST) delivers market leading, business and operational support to our client.

Reporting to the Programme Lead, this role is responsible for the leadership, performance, and engagement of the BSST team, providing business support, inbound and outbound contact centre services, and campaign management. The Customer Experience and Operations Manager is responsible for the overall delivery of an exceptional customer experience, positive customer outcomes, operational performance and continuously developing a high-performance culture that drives client advocacy and increases customer loyalty.

Role purpose:

• To lead the delivery of world class service that builds trust and engenders a symbiotic relationship.
• To be responsible for the delivery of all project and campaign commitments.
• To develop and manage teams of highly skilled and engaged mobilisers and relationship managers.

Key Responsibilities & Accountabilities:

• Lead a designated operations team to achieve market-leading performance and excellent customer service that builds advocacy, trust and strengthens relationships between the client and their customers.
• Work with the Programme Lead in establishing goals, objectives, measures, and performance indicators and continually ensure the achievement/exceeding of all operational performance targets.
• Deputise for the Programme Lead in their absence.
• Understand the needs of the client and facilitate the delivery of required standards of care, knowledge, and contact resolution.
• Identify and implement relevant improvement opportunities and enable delivery of a ‘Wow’ experience across the team.
• Inspire, lead, engage, coach, develop, and motivate the team to enable everyone within the team to be the best they can be.
• Manage operational implementation of design activity and initiatives including client offers and develop medium to long term business opportunities and relevant offers to the client to extend and enhance the engagement with VISION.
• Ensure all initiatives, campaigns, and projects are fit for purpose from an operational
  perspective and aid delivery of the project’s strategic imperatives. Where differences exist, work with stakeholders to ensure alignment and solutions have been agreed.
• Recruit, identify and develop talented people, and ensure they are given the tools, support, and development to be successful.
• Work with the Programme Lead to develop business and manage profitability.
• Manage resource optimisation, balancing productivity, and quality whilst maintaining client satisfaction.
• Implement all required policies on Regulatory Compliance, Data protection, Privacy and security, Health and Safety, Environment and Welfare.

People Management Responsibility:

• The role holder will be responsible for leading a group of Mobilisers and Team Managers who in turn manage teams of up to 12 people.
• The role holder will set objectives and development plans, help people to develop skills and confidence, review performance and address performance issues through the appropriate mechanisms, in consultation with HR when appropriate.
• The role holder will be required to create a positive climate within the team, creating an environment which builds employee engagement and trust thereby encouraging managers and direct reports to contribute fully and increase employee satisfaction scores and reduce attrition.

Skills and Experience:

Must have:

• 5 + years’ experience managing teams to deliver a measurable result, ideally in a contact centre environment.
• Proven people management skills.
• Excellent leadership and relationship skills.
• Demonstrable experience of managing remote operations.
• Strong analytical and problem-solving skills and ability to maintain a detailed focus on operational and client metrics.
• Ability to define and deliver continuous improvement initiatives, performance enhancements and overcome barriers to success.
• Proactive approach.
• Extremely Customer focussed.
• Highly effective communication and influencing skills.
• Experience of managing change programmes or initiatives.

Nice to have:

• Business or related degree.
• A management related qualification.
• Experience in the Healthcare industry, and/or a strong appreciation of the needs of the Healthcare sector.

To apply, please email your cover letter and CV to anewton@vision.com

Who are we?

VISION is a business change and consultancy firm with a unique approach. We have a track record of producing truly breakthrough results for client companies in the utilities, financial services, telecommunications and other sectors. VISION operates globally and is headquartered in Dublin with offices in Edinburgh and London.

We use Commitment-Based Management^TM techniques to deliver complex projects.  The best way to tell the story of VISION is to describe what we’ve achieved with our clients.  We have assisted:

• One of the UK’s fasted growing utility companies to grow its customer base from 2.5M to 5M customers.
• One of the largest UK banks to develop a mortgage service line that moved from under a 1% market share to a 10% market share in 18 months.
• A major international mobile telecommunications company to realign its management and culture to meet the challenges of rapid revenue growth and geographical expansion.
• A leading North American manufacturer to transform into a global industry leader.
• One of the world’s leading ATM manufacturing and servicing companies to raise their Net Promoter score from 6% to 66%.
• A leading German engineering company to earn the highest profit margin in their industry.

Job Summary:

As a Marketing Executive, you will support the development and execution of marketing strategies to enhance brand visibility, engage audiences, and drive sales. This role requires creativity, analytical skills, and working collaboratively in a fast-paced environment.

Responsibilities:

• Campaign Management: Assist in creating and managing marketing campaigns across various channels (digital, print, social media) and monitor their effectiveness.
• Content Creation: Develop content for marketing materials such as newsletters, and social media posts.
• Market Research: Conduct market research to identify trends, customer insights, and competitive analysis to inform marketing strategies.
• Data Analysis: Utilise data analytics tools to track campaign performance and suggest improvements.
• Stakeholder Engagement: Coordinate with internal teams and external partners to ensure seamless execution of marketing initiatives.
• Event Management: Assist in organising events.

Required Skills:

• Educational Background: Bachelor’s degree in marketing, Business Administration, or related field.
• Communication Skills: Excellent written and verbal communication skills.
• Analytical Skills: Strong ability to analyse data and translate insights into actionable marketing strategies.
• Creativity: Ability to generate innovative ideas for content and campaign themes.
• Technical Proficiency: Familiarity with digital marketing tools and platforms, such as CRM systems, social media management, and content management systems.
• Adaptability: Capable of handling multiple projects simultaneously in a dynamic environment.

Desired Attributes:

• Keen eye for detail.
• Strong organisational and planning skills.
• Proactive attitude and enthusiasm for learning in the field of marketing and business.

To apply, please email your cover letter and CV to anewton@vision.com

Overview

We are offering a 6-month, paid Internship that will allow you to gain experience and knowledge in Business Change Consulting. During your time with us you will be involved in challenging projects whilst working alongside colleagues to produce results that will change the course of the future for our clients. As part of the team, you will learn how to build strong relationships with new teams and individuals, implement new processes and practices to help achieve the desired results, continuously measure progress against the result promised and design new actions where appropriate. There will be times where you will be challenged and will have to work through resistance and reach a resolution. You will develop industry-leading specialist skills and delivery practices.

Skills and attributes for success.

Some of the key skills required for the role are listed below, if you are reading them and answer yes then this is the perfect role for you.

• Do you want to join an environment where you are continually challenged to develop.
• Do you want to build relationships built on trust with customers and the people in their team.
• Do you want to learn to observe and coach in a style that generates action.
• Do you have good business acumen and are focused on business results.
• Are you interested in learning how to continuously focus on managing the value to the customer.
• Are you comfortable presenting engagingly to groups.
• Do you have good listening skills (are drawn to what’s different in what is being said).
• Do you have excellent written and verbal skills (thoughtful, clear, grammatically correct prose).

Work Location

You will need to live within a commutable distance of your assigned office, which will either be Dublin or Edinburgh, but you may be required to travel, as client projects arise.

Apply today

You can join VISIONs Internship programme from any academic discipline (business stream is advantageous).

To apply, please email your cover letter and CV to anewton@vision.com

Who are we?

VISION is a business change and consultancy firm with a unique approach. We have a track record of producing truly breakthrough results for client companies in the utilities, financial services, telecommunications and other sectors. VISION operates globally and is headquartered in Dublin with offices in Edinburgh and London.

We use Commitment-based Management^TM techniques to deliver complex projects. The best way to tell the story of VISION is to describe what we’ve achieved with our clients. We have assisted:
• One of the UK’s fasted growing utility companies to grow its customer base from 2.5M to 5M customers.
• One of the largest UK banks to develop a mortgage service line that moved from under a 1% market share to a 10% market share in 18 months.
• A major international mobile telecommunications company to realign its management and culture to meet the challenges of rapid revenue growth and geographical expansion.
• A leading North American manufacturer to transform into a global industry leader.
• One of the world’s leading ATM manufacturing and servicing companies to raise their Net Promoter score from 6% to 66%.
• A leading German engineering company to earn the highest profit margin in their industry.

We are looking to hire Business Change Consultants within our consultancy firm who have 3 or more years’ experience in a corporate setting.

Key responsibilities;

VISION’s Business Change consultants are responsible for working with individuals and teams to implement new working practices and to produce a business result.

Key responsibilities include:

• Building strong relationships with teams and individuals.
• Taking responsibility for managing and coaching a team to produce a measurable business result
• Working with a team to implement new processes, practices and tools that produce a business result
• Coaching individuals to generate a new type of action.
• Working through resistance and reaching resolution.
• Continuously measuring progress against result promised and designing new actions as appropriate.
• Building strong relationships with key stakeholders.
• Reporting on progress against promised business result

We look for people who;

• Want to join an environment where they are continually challenged to develop.
• Have a history of successfully working on projects in a customer environment.
• Build relationships of trust with customers and the people in their team.
• Observe and coach in a style that generates action.
• Have good business acumen and are focused on business results.
• Are continuously focused on managing the value to the customer.
• Are comfortable presenting engagingly to groups.
• Stay well engaged with changes and developments in the business and wider community.
• Have good listening skills (are drawn to what’s different in what is being said)
• Write well (thoughtful, clear, grammatically correct prose)

To apply, please email your cover letter and CV to anewton@vision.com

Who are we?

VISION is a business change and consultancy firm with a unique approach. We have a track record of producing truly breakthrough results for client companies in the utilities, financial services, telecommunications and other sectors. VISION operates globally and is headquartered in Dublin with offices in Edinburgh and London.

We use Commitment-Based Management^TM techniques to deliver complex projects.  The best way to tell the story of VISION is to describe what we’ve achieved with our clients.  We have assisted:

• One of the UK’s fasted growing utility companies to grow its customer base from 2.5M to 5M customers.
• One of the largest UK banks to develop a mortgage service line that moved from under a 1% market share to a 10% market share in 18 months.
• A major international mobile telecommunications company to realign its management and culture to meet the challenges of rapid revenue growth and geographical expansion.
• A leading North American manufacturer to transform into a global industry leader.
• One of the world’s leading ATM manufacturing and servicing companies to raise their Net Promoter score from 6% to 66%.
• A leading German engineering company to earn the highest profit margin in their industry.

VISION Consulting Project Managers are responsible for managing a multi-disciplinary team to deliver the overall result to the customer.

Key responsibilities;

• Managing the big picture by observing how delivery is going, identifying breakdowns and intervening in an entrepreneurial manner.
• Design of engagements to produce significant value.
• Successful management of projects using VISION’s Commitment Based Management approach.
• Managing key stakeholders and their satisfaction including interpreting and managing the mood of client and making appropriate interventions at senior and executive level.
• Assessing and grounding the value being produced.
• Leading and facilitating meetings, presentations and workshops.
• Listening for underlying and unspoken concerns, responding to them and creating listening in others.

We look for people who;

• Want to join an environment where they are continually challenged to develop.
• Have a history of successfully delivering projects with a minimum of 4 years managing projects in a customer environment.
• Are continuously focused on managing the value to the customer.
• Build and maintain their own network of business relationships.
• Are comfortable presenting engagingly to large groups.
• Stay well engaged with changes and developments in the business and wider community.
• Have good listening skills (are drawn to what’s different in what is being said).
• Write well (thoughtful, clear, grammatically correct prose).

Level 7 NFQ and Prince 2 or PMP Qualified

To apply, please email your cover letter and CV to anewton@vision.com