Job Requirements<\/p>\n
\tThe 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.
\n\tThe 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.<\/p>\n
Work Experience
\nKey Responsibilities:<\/p>\n
\tCreates adoption plans for new digital technologies, outlining the steps for successful implementation and integration.
\n\tDrives optimization and lowers the cost of services through centralization, digitalization and optimization.
\n\tWorks closely with cross-functional teams, including IT, departments, and project teams, to ensure alignment and collaboration on digital initiatives.
\n\tDrive change management strategies for Technology and AI and Automation adoption to help address potential resistance and ensure a smooth transition to digital solutions.
\n\tProvides ongoing support to users as they navigate and utilize digital tools, addressing questions, issues, and concerns.
\n\tFoster a culture of quality improvement using employee and customer survey feedback.
\n\tLeverages data to measure the effectiveness of digital transformation initiatives, identify areas for improvement, and drive informed decisions.
\n\tTracks and reports on the progress of digital transformation initiatives, highlighting successes and areas for further development.
\n\tDrives innovation by researching and investigating emerging technologies and the associated best practices.
\n\tStays updated with emerging digital trends, tools, best practices, and assess their potential relevance to the organization.
\n\tDrives Customer Experience (CX) improvement through knowledge management, review cadences, and corrective actions.
\n\tBuild and maintain dashboards and reports for leadership and internal teams for service performance, CX metrics, and trends.
\n\tOversee CX metrics, service quality, and knowledge management (including knowledge article usage, effectiveness, and gap analysis).
\n\tLead end-to-end optimization and automation of business and IT processes to reduce manual effort and errors.
\n\tAchieve measurable cost savings and efficiency gains (faster cycle times, updated process flows, fewer errors).<\/p>\n
Knowledge and Attributes:<\/p>\n
\tSeasoned understanding of digital technologies, including cloud computing, data analytics, automation, and collaboration tools.
\n\tSeasoned understanding of IT industry environment and business needs.
\n\tExcellent relationship management and demonstrated collaborative skills in working with internal cross-functional teams and external stakeholders.
\n\tAnalytical mindset with the ability to leverage data for decision-making and continuous improvement.
\n\tExcellent communication skills to convey digital concepts to technical and non-technical audiences.
\n\tAssertive in approach coupled with confidence in area of expertise and the ability to facilitate business conversations.
\n\tSeasoned problem-solving skills to address challenges and roadblocks in the adoption of digital technologies.
\n\tAbility to work under pressure, plan personal workload effectively.
\n\tStrategic conceptual insight; establish and manage processes and practices through collaboration.
\n\tAbility to establish and manage processes and practices through collaboration and the understanding of business.
\n\tKnowledge across multi-technology software, operating systems, infrastructure best practices, workflow and process-control software and End user device management platforms.
\n\tChange management expertise, including the ability to manage resistance and promote user engagement.
\n\tPassion for driving innovation and helping teams embrace digital transformation.
\n\tAdaptability and openness to change in dynamic environments.
\n\tCX literacy: understanding of customer journeys, service quality metrics, VOC analysis, and knowledge management practices.<\/p>\n
Academic Qualifications and Certifications:<\/p>\n
\tBachelor’s degree or equivalent in Information Technology, Business, or a related field.
\n\tCertifications in relevant areas, such as Project Management Professional (PMP) or Certified Digital Transformation Professional (CDTP), are advantageous.
\n\tITIL Foundation (minimum) or higher preferred.
\n\tSIAM \u2013 Service Integration and Management Foundation would be advantageous.
\n\tCX-related certification (e.g., CCXP) or training in customer journey mapping, service design, or VOC analytics is advantageous.<\/p>\n
Required experience:<\/p>\n
\tHands-on experience leading optimization and automation of business\/IT processes with measurable outcomes.
\n\tExperience building CX dashboards\/reports, managing knowledge bases, and improving service quality metrics.
\n\tProven experience in a similar role within a global Information Technology organization.
\n\tProven experience in facilitating digital transformation initiatives, technology adoption, or change management within an Information Technology environment<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( ) or<\/p>\n
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