Digital Transformation Lead Customer Service

6 days ago


Dublin, Dublin City, Ireland Adobe Full time
Transforming Customer Experiences

We're looking for a visionary leader to join our ICX team. As Sr Manager, you'll be responsible for driving integrated customer experiences that exceed expectations.

The Challenge:

Our customers face friction across multiple touchpoints, leading to repeat contacts and poor resolution speed. We need someone who can leverage advanced technologies, data analytics, and stakeholder collaboration to eliminate these pain points.

Your Strategy:

  1. Develop and execute a comprehensive plan to reduce customer effort and improve satisfaction.
  2. Leverage AI-driven search capabilities, digital journeys, and engagement funnels to predict the next best action for customers.
  3. Ensure each customer-facing employee has real-time data about the customer journey for a consistent, responsive, and wholesome experience.
  4. Streamline processes, increase productivity, and manage outcomes through a more rigorous and metrics-driven approach.

Your Impact:

You'll have a direct impact on enhancing customer experiences, improving operational efficiency, and driving business growth.



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