Gary Jordan
Head of Digital @Capita
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WORK HISTORY
Head of Digital @Capita
Manchester, GB
HEAD OF DIGITAL for BBC TV Licensing - into the Operational Delivery & Transformation DirectorRESPONSIBILITIES:UK-wide Digital Operations & Self Service (Web, IVR, SMS, ASM, Chat, Social Media, PR, Marketing, Automation & RPA, AI and innovation)Operational owner of the UK-wide Digital Delivery Pipeline for BBC TV Licensing. Business sponsor and Operational SME for business change including contact centre optimisation, technology delivery, AI leadership and Digital Innovation.RECENT ACHIEVEMENTS- Introduction of a new multi-million pound revenue-collecting web experimentation pipeline- Sponsor and Creator of 650-user Agentic AI Digital Personal Assistant, achieving 38k interactions a month- Co-sponsor of Asynchronous Messaging (WhatsApp) solution, achieving 15k call deflections a month- 83% self service adoption, underpinned by over 30 million digital customer interactions a year- Artificial Intelligence Subject Matter Expert - Business champion supporting over 1k colleagues into AI- Launched first Strategic RPA Automation work stream, focused on 50% administration automation
EDUCATION
University of Derby
BA (Hons) Degree, Law
Pentacle Business School
New World Programme Management
Multiverse
AI for Business Value, Artificial Intelligence
Institute of Leadership & Management
ILM, Leadership and Management
SKILLS
ABOUT GARY JORDAN
A successful Senior Manager with 18 years’ experience in Digital Transformation, Change Delivery and Scalable Product Innovations including Artificial Intelligence, Automation, Experimentation & Asynchronous Messaging.I have a passion for spearheading class-leading digital experiences across multiple platforms, with an emphasis on the exploitation of insight-driven analysis to shape a strategic vision and deliver significant ROI. I’ve been responsible for the creation of business cases and budgets in excess of £5m annually and matrix-managed over eighty people globally. As a leader I’m inquisitive and challenging, I demonstrate technical understanding, and I have the capacity to learn new skills and market sectors quickly yet competently.Past deliveries include- Led the design & implementation of a new Agentic AI solution for c.650 frontline contact centre agents- Creation and delivery of a new mobile optimised website driving over 25m visits per year- A 6% increase in YOY revenue growth through optimisation of existing digital customer journeys- £18.2m p.a. saving on contact centre utilisation through the delivery of a new Acct Mgmt phone app- Creation and installation of an integrated multi channel experience across a 470 retail store estate.Key skills:Artificial Intelligence (AI), Automation (RPA), Asynchronous Messaging (ASM, Agentic AI, Digital, Transformation, Innovation, Strategy, Mobile & mCommerce, User Experience (UX), Change Delivery, Leadership, Team Development, Contact Centre, Outsourcing & Partnerships, Systems Integration, Agile & Waterfall methodology, Product Owner, Continuous Improvement, Revenue Generation, Regulatory Compliance, Retail & Sales, B2C, B2B, Customer Service, Digital Marketing, Online, IVR, Telephony, SMS, Public Sector, Private Sector, Operations Management, Digital Operations
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