Manager - Emerging Digital Customer Capabilities

Requirements

• First degree in Social Science or any related field
  

• An MBA is desirable
  

• Certifications Like:
  

• • Digital Transformation Frameworks (Design Thinking, Customer Journey Mapping, or Agile Transformation)
    
  • AI & Automation for Customer Service: (e.g., chatbot platforms, NLP.
    
  • UX/UI Design: training on user-centered design principles and UX/UI best practices.
    
  • CSPO (Certified Scrum Product Owner), PSPO (Professional Scrum Product Owner), or similar.
    
  • Data Analytics.
    

• Enhance digital and self-service platforms to achieve service level targets and operational efficiency.
  
• Automate repetitive service tasks to reduce costs and improve response times.
  
• Use data analytics to drive self-service adoption and identify process improvements.
  
• Integrate CRM with emerging digital tools for seamless customer support.
  
• Monitor trends and maintain optimal service levels while addressing emerging customer needs.
  
• Monitor and improve digital and self-service platforms to enhance efficiency and meet service level targets.
  
• Deploy tools to track, resolve, and communicate customer complaints, integrating self-service options for faster resolutions.
  
• Generate periodic sales and service performance reports, highlighting self-service usage and digital support impact.
  
• Optimize CRM and self-service platforms to maintain high service standards and identify improvement opportunities
  
• Identifying trends and ensure optimum service levels are achieved and maintained.
  
• Build strong cross-functional relationships to promote a customer-focused approach.