Roles & Responsibilities
The Digital Channels & Revenue Specialist/Analyst is responsible for supporting the development, adoption, optimisation, and growth of TIME Wholesale's digital channels, with a primary focus on the Self-Service Portal.
The role will drive internal and external adoption of digital channels, support change management initiatives, analyse customer and channel performance data, and identify opportunities to improve customer experience, increase digital engagement, reduce cost-to-serve, and unlock new revenue opportunities.
The successful candidate will combine strategic thinking, analytical capabilities, stakeholder management, and a digital-first mindset to help accelerate TIME Wholesale's digital transformation journey.
Digital Channel Strategy & Enablement
- Support the execution of the Wholesale Digital Channels strategy and roadmap though Agile delivery mode.
- Assist in the planning, launch, and continuous enhancement of the Self-Service Portal and other digital channels.
- Identify opportunities to digitise customer journeys, processes, and service interactions.
- Promote a digital-first operating model across Wholesale functions.
- Work closely with Product, Technology, Operations, Sales, Customer Management, Solution, Network and PMO teams to ensure successful delivery of digital initiatives.
Self-Service Portal Adoption & Growth
- Drive customer adoption, activation, and utilisation of the Self-Service Portal.
- Support the design and execution of customer onboarding and adoption programmes.
- Develop strategies to increase digital transactions and reduce reliance on manual service channels and Client Managers servicing.
- Monitor customer behaviours and portal usage patterns to identify barriers to adoption and opportunities for improvement.
- Support customer communication, engagement campaigns, webinars, and training initiatives.
- Collaborate with Client Managers (CMs) to drive customer registration, activation, and ongoing portal usage.
Change Management & Stakeholder Engagement
- Support change management activities related to digital transformation initiatives.
- Develop communication plans, user guides, training materials, and adoption campaigns.
- Partner with business stakeholders to drive awareness, readiness, and adoption of new digital capabilities.
- Facilitate workshops, user engagement sessions, and feedback collection activities.
- Act as an advocate for digital transformation and customer-centric innovation within the organisation.
Data Analytics & Insights
- Extract, analyse, and interpret customer, channel, operational, and revenue-related data.
- Develop dashboards, scorecards, and reports to monitor digital channel performance.
- Track key metrics including adoption, engagement, customer satisfaction, transaction volumes, and digital revenue.
- Identify trends, opportunities, risks, and actionable insights to support decision-making.
- Present findings and recommendations to management and stakeholders.
- Establish and maintain baseline measurements and performance tracking frameworks.
Revenue Enablement & Business Performance
- Support initiatives that drive revenue growth through digital channels.
- Identify opportunities for upselling, cross-selling, service migration, and increased digital engagement.
- Analyse customer behaviour and usage patterns to uncover new commercial opportunities and reduce churn or contract expirations.
- Support the development of business cases, forecasts, and ROI assessments for digital initiatives.
- Work with Commercial, Product, and Customer teams to improve digital channel contribution to business outcomes.
Governance, KPI Management & Reporting
- Support the establishment and management of digital channel governance frameworks.
- Monitor and report on KPIs, metrics, and strategic objectives.
- Track portal adoption targets, customer engagement metrics, and operational performance indicators.
- Prepare management reports and presentations for leadership reviews and Steering Committee meetings.
- Ensure data integrity, reporting consistency, and actionable insights across digital initiatives.
Continuous Improvement
- Gather and analyse customer feedback, user research, and operational insights.
- Recommend improvements to customer experience, digital journeys, processes, and platform capabilities.
- Benchmark industry best practices and emerging trends in digital channels, self-service platforms, and customer experience.
- Foster a culture of innovation, experimentation, and continuous improvement.
Your Traits
- Digital-first mindset with a passion for customer experience and transformation.
- Strong analytical and problem-solving skills with the ability to convert data into actionable insights.
- Commercially aware with an interest in revenue growth, customer engagement, and business performance.
- Proactive, self-driven, and comfortable working in both traditional set up and fast-paced environment.
- Strong communication and stakeholder management capabilities.
- Curious, adaptable, and continuously seeking opportunities for improvement.
- Ability to balance strategic thinking with hands-on execution.
- Comfortable working across business, technology, operations, and customer-facing teams.
Your Merits
- Bachelor's Degree in Business, Marketing, Data Analytics, Information Systems, Digital Business, Computer Science, or a related field.
- 3–7 years of experience in digital channels, digital transformation, customer experience, business analysis, revenue operations, product management, or related fields.
- Experience supporting digital platforms, self-service portals, customer-facing applications, or digital transformation programmes.
- Strong data analysis and reporting skills with experience using tools such as Excel, SQL, Looker, Power BI, Tableau, Google Analytics, or similar platforms.
- Experience building dashboards, KPIs, scorecards, and management reporting.
- Familiarity with change management, customer adoption, stakeholder engagement, and communication planning.
- Experience translating business requirements into actionable insights and recommendations.
- Knowledge of customer journey mapping, customer experience design, and digital adoption strategies is an advantage.
- Experience in telecommunications, technology, digital services, or B2B environments is preferred.
- Excellent written, presentation, and stakeholder management skills.
Success Measures
The successful candidate will be measured on:
- Self-Service Portal adoption and activation rates
- Growth in digital transactions and channel utilisation
- Customer engagement and satisfaction metrics
- Digital revenue enablement initiatives
- Quality and effectiveness of reporting and insights
- Delivery of change management and adoption programmes
- Stakeholder satisfaction and business impact
- Continuous improvement recommendations implemented
