Digital Experience

Primary 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 provided by the BPO vendor, such as IVR, to promote transaction automation and ensure proper tool performance
Foster a customer-oriented digital culture across the organization
Participating in regional meetings and with key stakeholders to follow up on technological improvements
Ensure documentation and training for Customer Experience and technical support teams on new features...