Head – Strategy & Innovations

Apply Now 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 Apply Now