Expert Digital Transformation

Grade Level: L2

Location: Islamabad

Last date to apply: 27th August 2024

What is Expert Digital Transformation?

Expert Digital Transformation provides end-to-end digital vertical propositions to enable smarter self-service and digital mediums. The position will own digital transformation projects planning, execution, and development-driven through the company's overall digital transformation strategy and roadmap.

The role reports directly to the Manager Digital Transformation and has five people reporting directly into it with an extended team of 19 team members (including the department head) with 03 sub-teams.

What does Expert Digital Transformation do?

• Review existing internal business processes and identify areas for digital transformation to foster a continuous improvement process.
• Lead the development, deployment, and enhancement of self-care features and ensure the platforms meets customer needs and enhances user experience.
• Manage the design, implementation, and optimization of IVR systems. Work with technical teams to ensure effective integration and functionality.
• Lead and coordinate cross-functional teams to deliver digital transformation projects on time and within budget.
• Develop strategies and initiatives to reduce the volume of calls to the helpline and ensure cost effectiveness.
• Work and collaborate with stakeholders/ cross-functional teams in and outside the department to increase the growth and revenue of digital mediums (WhatsApp Self Service, Digital Apps, IVRs and Robotic Process Automation).
• Analyze trends and root causes of helpline calls related to VAS. Implement solutions to reduce these calls by improving digital self-service options and customer communication.
• Use data insights to drive continuous improvement and enhance digital solutions.
• Oversee the end-to-end management of the Call Center Upselling Project, ensuring achievement of revenue targets.
• Root Cause Analysis on Voice of Customer and driving actionability to improve Customer Experience.
• Produce and disseminate adequate performance/ progress reports in close liaison with CX Reporting.
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Jazz is an equal-opportunity employer. We celebrate, support, and thrive on diversity and are committed to creating an inclusive environment for all employees.

Requirements

What are we looking for and what does it require to be an Expert Digital Transformation?

• Bachelor’s / Master’s degree in Business, Information Technology, Computer Science, or a related field.
• Preferably 03 to 05 years’ work experience.
• Proven experience in digital transformation, project management, or customer experience roles.
• Knowledge of Project Management Tools (JIRA, ASANA etc.) and Analytical Tools
• Strong understanding of WhatsApp Self Care, IVR systems, and digital customer service solutions.
• Excellent project management skills with the ability to lead cross-functional teams.
• Analytical acumen with the ability to use data to drive decisions and improvements.
• Exceptional communication and interpersonal skills.

Benefits

Why Join Jazz?

As one of the leading employers in the country, Jazz epitomizes the philosophy that each Jazz employee is passionately living a better every day inspired and enabled by visionary leadership, a unique professional culture, a flourishing lifestyle, and continuous learning and development.

Our core values include qualities essential for a positive organizational culture - truthfully guiding entrepreneurial and innovative mindsets, harnessing professional and interpersonal collaboration, and fostering across-the-board customer-obsession.

As one of the largest private sector organizations in Pakistan, our objective is to continue to change the lives of our 70 million customers for the better. This is an opportunity for someone who wants to be part of something transformative, someone who can play a critical role in driving our success. Together, we can empower millions more with the tools necessary to progress in an increasingly digital economy.

Last updated on Aug 21, 2024