Head – Strategy & Innovations

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 str...