Digital Experience

Responsibilities

·Define the implementation and promotion strategy for digital, self-service, and assisted service channels·Coordinate projects with IT to support the adoption of global platforms·Monitor, analyze, and report key metrics (adoption, usage, satisfaction, digital containment)·Analyze CX processes to assess feasibility for migration to new channels·Evaluate, propose, and support the adoption of new technologies by BPOs (Business Process Outsourcing) and digital tools that impact user experience, ensuring a balance between cost and quality·Manage tools and channels ·Manage key tools and platforms to maximize their use, drive adoption, and fully leverage their potential to enhance customer experience and operational efficiency·

Knowledge

• Implementation of technologies such as chatbots, intelligent FAQs, virtual assistants, and RPA (Robotic Process Automation)

·Knowledge of customer service platforms (e.g., Zendesk, Genesys, Salesforc...