New Digital Programs - Customer Experience

Job Description

Job Summary: We are seeking a dynamic and forward-thinking professional to lead the design, development, and implementation of next-generation digital programs that elevate customer experience. This role will be instrumental in aligning business goals with cutting-edge digital platforms, such as chatbots, AR/VR, and AI-based customer interfaces, to drive engagement, satisfaction, and long-term loyalty. Key Responsibilities: Requirement Gathering & Alignment: Collaborate with internal stakeholders to gather, analyze, and align business requirements for customer-facing digital platforms. Platform Design & Implementation: Lead the design, development, and deployment of innovative digital customer interaction platforms including but not limited to Chatbots, Augmented/Virtual Reality experiences, and AI-driven tools. Cross-Functional Collaboration: Partner with IT, UX/UI, marketing, and operations teams to integrate digital solutions seamlessly into existing systems and ensure cohesive user journeys. Customer Interaction Analysis: Monitor and evaluate customer interaction data to identify trends, friction points, and areas for enhancement to optimize platform usability and satisfaction. Performance Monitoring & Optimization: Establish KPIs and regularly assess platform effectiveness. Use data-driven insights to recommend and implement continuous improvements. Innovation & Trend Analysis: Conduct market research to stay ahead of digital customer engagement trends. Proactively identify and propose innovative, future-ready solutions to enrich customer experience. Qualifications: Bachelor’s/Master’s degree in Business, Digital Technologies, Customer Experience, or a related field. 3-5 years of experience in digital transformation, customer experience, or product management roles. Proven experience designing and implementing customer-facing digital solutions (e.g., chatbots, AR/VR, AI interfaces). Strong analytical skills with the ability to interpret customer data and derive actionable insights. Excellent communication and stakeholder management abilities. Knowledge of customer journey mapping, UX principles, and digital platform integration is a plus. Show more Show less