COORDINATOR, Digital Transformation

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Job Description The Coordinator, Digital Transformation supports the implementation and tracking of customer experience digitalization programs. This role ensures alignment between strategic initiatives and operational activities by coordinating cross-functional projects, capturing customer and agent feedback, and improving digital touchpoints through timely execution and collaboration. The Coordinator plays a key role in ensuring the experience roadmap translates into tangible and measurable improvements. In this role, you will be the connective tissue of our digital transformation, tracking project milestones, facilitating communication between departments, and ensuring that every digital solution makes life easier for our customers and more efficient for our agents. Responsibilities Coordinate digital experience initiatives, aligning projects with strategic priorities and ensuring timely execution. Translate high-level goals into actionable tasks, managing project plans and reporting progress. Lead journey mapping workshops, identifying pain points, and gathering feedback for service improvements. Create weekly status updates and performance reports, keeping stakeholders informed. Maintain risk registers, identifying and documenting issues for timely resolution. Support communication and user training, collaborating with internal teams to boost digital tool adoption. Assist in the configuration and testing of customer-facing tools, ensuring quality and functionality. Monitor analytics, measuring digital tool impact, and recommending enhancements based on data. Align tool enhancements with feedback from internal teams and customers for iterative improvements. Benchmark digital services against industry standards, recommending enhancements to stay competitive. Qualifications Bachelor’s degree in Computer Science, Software Engineering, Data Analysis or a related field is a must Professional Certifications in AI or Cloud (e.g., Microsoft Azure, AWS, or Google Cloud) is advantageous. Professional Certifications in Agile Methodologies (Scrum Master, PMI-ACP) or Project Management (PMP, PRINCE2) is advantageous 2-3 years of experience in project coordination, or strategy preferably in a digital transformation context or technology company. Strong understanding of customer experience principles and digital trends. Excellent communication and collaboration skills, with the ability to work cross-functionally. Analytical mindset with experience in interpreting data and making data-driven decisions.

Proficiency in project management tools and techniques, with the ability to create structured reports. Familiarity with digital tools and technologies, including apps, chatbots, and IVR systems. Ability to work independently and manage multiple projects simultaneously. Strong problem-solving skills and a proactive approach to identifying and resolving issues. Passion for digital innovation and a commitment to delivering exceptional customer experiences.

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