
Smart Self-Service Strategist
15 hours ago
About the Role
We are seeking a talented Smart Self-Service Strategist to help us drive our digital transformation strategy forward. The successful candidate will have a strong understanding of digital channels and USSD platforms.
Key Responsibilities
- Develop and implement smart self-service strategies to improve customer experience and reduce the volume of calls to the helpline.
- Lead the development, deployment, and enhancement of self-care features and ensure the platforms meet customer needs and enhance user experience.
- Manage the design, implementation, and optimization of IVR systems. Work with technical teams to ensure effective integration and functionality.
- Oversee the lifecycle of contracts and payments related to digital transformation projects. Ensure compliance with terms and negotiate renewals or modifications as needed.
- Collaborate with cross-functional teams to increase the growth and revenue of digital mediums.
- Analyze trends and root causes of helpline calls related to VAS. Implement solutions to reduce these calls by improving digital self-service options and customer communication.
Requirements
- Bachelors'/Masters' degree in Business Administration, Computer Science/IT, or similar from a reputable institute.
- Preferably 03 to 05 years' work experience.
- Strong knowledge of digital channels, USSD platforms, and RPA.
- Excellent analytical and decision-making skills.
- Strong written, verbal communication, and presentation skills.
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