Head – Strategy & Innovations

Customer Service Team
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Responsibilities

• Define the Customer Service Automation Strategy and Roadmap
• Study the different CX technologies available in the market and identify what combination of solutions are best to be applied in our organization
• Define and implement CX automation initiatives, bridging data and
technology through the use of RPAs, SDKs, APIs and other available technologies
• In charge of enablement of the Service Process through platform management and solutions automation
• Provide deep understanding of customer’s experience and painpoints through advanced data analytics
• Ability to deeply assess current platforms and build a roadmap for integration and utilization to form new capabilities
• A really good and experienced understanding of CX Technologies such as Chatbots, RPA, SDKs, API etc.
• Good business acumen and ability to bridge technology to business strategy
• Thinking beyond the box, and strong sense of dissatisfaction with anything repeating and mechanical
• Agile mindset
• With proven analytical and problem-solving skills and the ability to successfully adapt to changes that impact the needs of business

Qualifications

• At least 5 years solid experience in Solutions Design or Architecture background in a Customer Service transformation space is preferred
• Must have worked in a fast-paced and innovations culture, dealing with evolving Customer Service Platforms
• Preferably Engineering or Computer Science background with strong on both technical skills and business strategy skills
• Must possess both good problem-solving and critical thinking skills


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