
Senior Customer Experience Strategist
2 days ago
We are seeking a professional to lead digital initiatives within our call center operations, combining technology, data, and strategy to deliver seamless, efficient, and scalable customer engagement.
Key Responsibilities:- Develop and drive digital strategies aligned with business goals
- Manage and optimize digital channels: chat, email, web, self-service
- Utilize data & analytics to enhance efficiency and customer satisfaction
- Lead the integration of AI, automation & emerging technologies
- Collaborate cross-functionally with CX, IT, and Ops teams
- Track KPIs and report impact of digital initiatives
- 5+ years in digital strategy, digital operations, or customer experience
- Strong knowledge of call center tools, platforms, and KPIs
- Hands-on experience with CRM systems (Salesforce/Zendesk), analytics tools, and automation platforms
- Excellent communication, leadership, and problem-solving skills
- Ability to adapt quickly to evolving tech and customer trends
Preferred candidates will have a background in B2C/B2B customer service environments and certifications in Digital Marketing, Agile, or CX tools.
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