Digital Product (AI) Customer Success Lead
| Posting date: | 03 July 2025 |
|---|---|
| Hours: | Full time |
| Closing date: | 02 August 2025 |
| Location: | SE1 9SG |
| Company: | Mitie |
| Job type: | Permanent |
| Job reference: | 78061 |
Summary
The OpportunityJoin 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 SpecificationEssential:
-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.
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 SpecificationEssential:
-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.