Digital Product (AI) Customer Success Lead

Full Description

Delivering the exceptional, every day

• Our purpose: our expertise, care, technology and insight create amazing work environments, helping our customers be exceptional every day.

• Our promise to our people: a place to work where you can thrive and be your best every day.

• Our promise to our customers: a trusted partner creating exceptional environments for your customers and people, adding valueevery day.

• Our culture – our core values and how we behave:

• We are one Mitie: we work as one to deliver a seamless, unrivalled service. We are all in it together, if we can help a customer or colleague in any way, we will. We are one Mitie.

• We are built on integrity and trust: integrity and trust are at the heart of all we do. We are the face of company. We treat others as we would like to be treated. We are proud to work for Mitie.

• We go the extra mile: whether it's keeping things running smoothly in a safe environment, looking for new ways to do things better or fixing problems, going the extra mile for our colleagues and customers and keeping our promises is in our DNA.

• Our diversity makes us stronger: we are very proud of our rich and diverse culture and backgrounds. Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as an equal.

• Our customers' business, is our business: we are a partner, trusted for our expertise and for putting our customers at the heart of everything we do.

Job objectives and responsibilities

The Opportunity:

This is a unique opportunity to play a pivotal role in shaping the future of the built environment. You will drive usage of AI enabled digital products within Mitie and it's customers, therefore shaping how the facilities management industry makes use of AI technology to deliver facilities transformation. The result being to provide the future of high performing places.

Key responsibilities:

• Lead and implement the strategy to develop and deliver a customer success program for digital products, with a focus on AI-enhanced tools used across Mitie's operational teams

• Act as the bridge between the product team and end users, translating technical capabilities into practical benefits for operational teams and managers

• Plan and execute user engagement strategies to build awareness, interest, and confidence in using new digital products

• Identify user training needs for usage of AI features of Digital Products and coordinate the creation of practical guides, best practices, walkthroughs, and training sessions in collaboration with L&D teams

• Work closely with product managers, designers, and developers to feed in user feedback and adoption insights during product iterations

• Track adoption metrics and user feedback to identify resistance, blockers, or opportunities for further support

• Facilitate pilots, feedback loops, and structured rollout phases to de-risk change and build success stories

• Collaborate with internal comms and operational leadership to align messaging and embed changes into BAU operations

• Support frontline champions and super users to build local ownership and sustained momentum post-rollout

• Champion and develop operational excellence best practices through product development, and develop competency in lean six sigma, developing the concept of an ‘AI Blackbelt' (training will be provided)

• Be an advocate for the adoption of AI technologies within the digital products ecosystem

• Develop simple artefacts (FAQs, use cases, comms briefs) to help demystify AI features and drive trust and usability

Key interactions (internally, externally):

• Internally: Division/Business Unit Leaders, Division/Business Management Teams, Operational Excellence, Learning and Development Team, Group Ops and IS Management team, Marketing and Communication Teams

• Externally: Existing customers, support sales and bid teams with new customer engagement

Person Specification

Must have:

• Significant customer success experience with experience in delivering digital products and data insight led business change

• Experience of implementing and running customer success programmes to ensure the success of software products

• Experience of translating technology insights into programme changes

• Strong analytical and problem-solving skills.

• Strong influencing skills

• Excellent communication, collaboration and people management skills.

• Passion for innovation and a drive to make a positive impact on the world.

• Experience working in a fast-paced, dynamic environment.

Personal Attributes

• Ability to influence senior stakeholders in delivering products and their adoption

• People management skills in a matrix management environment

• Flexible and adaptable approach, able to communicate and use inter-personal skills effectively as part of a team

• Confident and flexible approach to work with an ability to work to strict deadlines.

• Excellent communication skills verbal, written and presentation with a confident, professional manner

Nice to have:

• Degree qualified or significant demonstratable experience

• Recognised Quality qualification