DIGITAL TRANFORMATION CUSTOMER EXPERIENCE

Role and Responsibility:

Drive the Customer experience product vision and roadmap and draw alignment across product, engineering, and business teams.

- Lead the self-service channel growth and execute new digital journeys across products and businesses - Design and lead customer service charter and guide the organization on the correct path of great customer experience.

Consistently analyze competitors and global industry leaders in customer service space to develop deep understanding of latest digital customer service journeys & upcoming trends.

Assess trends and customer behavior using analytics to identify, analyze and implement new innovations.

Utilize market and industry knowledge to translate user needs into user stories and acceptance criteria for their team - Lead conversion rate optimization on digital service journeys and drive digital adoption to reduce operational costs.

Collaborate with design, content, and agency teams to conduct user research & ensure customer experience-driven design.

Incorporate customer & business feedback into product roadmaps, effectively negotiating tradeoffs & conflicting priorities.

KEY SKILLS & BEHAVIOURAL ATTRIBUTES:

A strong track record of leading and delivering across multiple concurrent programs. A strong track record of leading multiple concurrent programs; includes account management across multiple clients.

EDUCATION / EXPERIENCE:

A bachelors degree in information technology, computer science, business administration, or a related field is typically the starting point for a Digital Transformation Specialist