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Head – Strategy & Innovations
MyntTaguig, Philippines30+ days ago
Job descriptionIn 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 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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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
Qualifications
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