NTT Ltd.
Job Requirements
The Digital Transformation Enablement Specialist is responsible for assessment, readiness evaluation, strategic transformation, and tactical execution of digital technologies to improve employee and customer experiences, operational efficiency, and productivity. This role will drive Customer Experience (CX) improvement across the service lifecycle by implementing modern tools and practices for knowledge management, omnichannel engagement, service quality monitoring, and data-driven insights (dashboards, reports, and VOC analytics). The specialist collaborates closely with Service Delivery, IT Operational teams, and business stakeholders to ensure digital initiatives translate into measurable CX outcomes.
The Digital Transformation Enablement Specialist monitors competitive trends, understands consumer/client needs and applies trends and changes in digital transformation supporting a broad range of stakeholders.
Work Experience
Key Responsibilities:
Creates adoption plans for new digital technologies, outlining the steps for successful implementation and integration.
Drives optimization and lowers the cost of services through centralization, digitalization and optimization.
Works closely with cross-functional teams, including IT, departments, and project teams, to ensure alignment and collaboration on digital initiatives.
Drive change management strategies for Technology and AI and Automation adoption to help address potential resistance and ensure a smooth transition to digital solutions.
Provides ongoing support to users as they navigate and utilize digital tools, addressing questions, issues, and concerns.
Foster a culture of quality improvement using employee and customer survey feedback.
Leverages data to measure the effectiveness of digital transformation initiatives, identify areas for improvement, and drive informed decisions.
Tracks and reports on the progress of digital transformation initiatives, highlighting successes and areas for further development.
Drives innovation by researching and investigating emerging technologies and the associated best practices.
Stays updated with emerging digital trends, tools, best practices, and assess their potential relevance to the organization.
Drives Customer Experience (CX) improvement through knowledge management, review cadences, and corrective actions.
Build and maintain dashboards and reports for leadership and internal teams for service performance, CX metrics, and trends.
Oversee CX metrics, service quality, and knowledge management (including knowledge article usage, effectiveness, and gap analysis).
Lead end-to-end optimization and automation of business and IT processes to reduce manual effort and errors.
Achieve measurable cost savings and efficiency gains (faster cycle times, updated process flows, fewer errors).
Knowledge and Attributes:
Seasoned understanding of digital technologies, including cloud computing, data analytics, automation, and collaboration tools.
Seasoned understanding of IT industry environment and business needs.
Excellent relationship management and demonstrated collaborative skills in working with internal cross-functional teams and external stakeholders.
Analytical mindset with the ability to leverage data for decision-making and continuous improvement.
Excellent communication skills to convey digital concepts to technical and non-technical audiences.
Assertive in approach coupled with confidence in area of expertise and the ability to facilitate business conversations.
Seasoned problem-solving skills to address challenges and roadblocks in the adoption of digital technologies.
Ability to work under pressure, plan personal workload effectively.
Strategic conceptual insight; establish and manage processes and practices through collaboration.
Ability to establish and manage processes and practices through collaboration and the understanding of business.
Knowledge across multi-technology software, operating systems, infrastructure best practices, workflow and process-control software and End user device management platforms.
Change management expertise, including the ability to manage resistance and promote user engagement.
Passion for driving innovation and helping teams embrace digital transformation.
Adaptability and openness to change in dynamic environments.
CX literacy: understanding of customer journeys, service quality metrics, VOC analysis, and knowledge management practices.
Academic Qualifications and Certifications:
Bachelor’s degree or equivalent in Information Technology, Business, or a related field.
Certifications in relevant areas, such as Project Management Professional (PMP) or Certified Digital Transformation Professional (CDTP), are advantageous.
ITIL Foundation (minimum) or higher preferred.
SIAM – Service Integration and Management Foundation would be advantageous.
CX-related certification (e.g., CCXP) or training in customer journey mapping, service design, or VOC analytics is advantageous.
Required experience:
Hands-on experience leading optimization and automation of business/IT processes with measurable outcomes.
Experience building CX dashboards/reports, managing knowledge bases, and improving service quality metrics.
Proven experience in a similar role within a global Information Technology organization.
Proven experience in facilitating digital transformation initiatives, technology adoption, or change management within an Information Technology environment
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