Grade Level: L1
Location: Islamabad
Last date to apply: 30th October 2024
What is Specialist Digital Transformation?
Specialist 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 Specialist Digital Transformation does?
- Review existing internal business processes and identify areas for digital transformation to foster a continuous improvement process
- Work and collaborate with stakeholders/ cross-functional teams in and outside the department to increase the growth, revenue and saving of digital mediums (WhatsApp Self Service, Digital Apps, IVRs and Robotic Process Automation)
- Should have hands-on experience in managing Interactive Voice Response systems and WhatsApp for Business Self-Care solutions
- Should have strong analytical skills to track KPIs and use data to improve service quality, customer satisfaction, and cost-efficiency
- Improve Self-Services options for the customers. Keep them streamlined and Intuitive to increase the Daily/ Monthly Hits and Users
- Ensure ongoing reduction in call influx by eliminating customer issues
- Ensure accuracy of the information on digital channel and Self-Service Channels
- Root Cause Analysis on Voice of Customer encompassing all digital tools and driving actionability to improve Customer Experience
- Analyze user interfaces and workflows to identify opportunities for improvement & provide recommendations based on findings to improve interface design
- Produce and disseminate adequate performance/ progress reports in close liaison with CX Reporting
- Undertake all operational duties that are required commensurate with the role
Requirements
- Bachelors’/ Masters’ degree in Computer Science/ IT, or similar from a reputable institute
- Preferably 01 to 2 years’ work experience
- Knowledge of MS Office Suite (Excel, PowerPoint, MS Project)
- Knowledge of Digital Channels, USSD Platforms, IVR, WhatsApp, RPA etc.
- Knowledge of Web and Desktop applications
- Knowledge of Project Management Tools (JIRA, ASANA etc.) and Analytical Tools
- Should possess strong analytical and decision-making skills
- Should have strong written, verbal communication and presentation 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.
