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Better places, thriving communities.
The Opportunity
Join us in shaping the future of the built environment. This is a unique chance to lead the adoption of AI-enabled digital solutions within Mitie and our clients, transforming facilities management and creating high-performing, future-ready spaces.
Key Responsibilities
- Develop and lead a customer success programme centred on digital products with AI-enhanced features.
- Act as the vital link between product teams and end users, translating technical capabilities into practical benefits.
- Design and implement engagement strategies to build awareness, interest, and confidence in new digital tools.
- Identify training needs and collaborate with Learning & Development to produce guides, best practices, and training sessions.
- Gather user feedback, monitor adoption metrics, and identify opportunities for further support.
- Facilitate pilots and phased rollouts, managing change and building success stories.
- Work with internal teams to embed digital innovations into everyday operations.
- Support local champions and super users, fostering ownership and ongoing momentum.
- Promote operational excellence through product development and develop expertise in lean six sigma (training provided), including the concept of an ‘AI Blackbelt'.
- Advocate for AI adoption, creating simple resources (FAQs, use cases, briefs) to demystify technology and build trust.
Internal & External Interactions
- Internal: Division and Business Unit Leaders, Operational Excellence Teams, Learning & Development, Marketing, and IT.
- External: Existing clients, sales, and bid teams supporting new customer engagement.
Person Specification
Essential:
- Proven experience in customer success, digital product delivery, and data-driven business change.
- Track record of implementing customer success programmes and translating tech insights into actionable change.
- Strong analytical, problem-solving, and influencing skills.
- Excellent communicator with collaborative and leadership abilities.
- Passionate about innovation and making a positive impact.
- Adaptable in fast-paced environments.
Personal Attributes:
- Confident in influencing senior stakeholders.
- Skilled in people management within a matrix environment.
- Flexible, adaptable, and deadline-driven.
- Outstanding verbal, written, and presentation skills with a professional demeanour.
Nice to Have:
- Degree qualification or substantial demonstrable experience.
- Recognised Quality qualification.
Ready to make a difference? Join us and help shape the future of smarter, better places.
