CX Digital Manager

Description

Key responsibilities

Digital Strategy & Transformation

• Analyze current digital usage patterns and identify opportunities for enhanced digital adoption across all customer and operational touchpoints
• Develop comprehensive proposals for digital change initiatives, including detailed business cases with clear ROI / impact projections
• Lead digital transformation projects from conception through implementation, ensuring alignment with organizational strategy
• Drive the adoption of automation tools, AI-driven analytics, and process optimization technologies to improve scalability and reduce manual dependencies
• Champion digital-first behaviors across the organization, working with management to embed digital capabilities within existing operations

Operations Management & Process Excellence

• Design and organize seamless user experiences across multiple channels and customer touchpoints...