Job Description

As the Digital Transformation Manager at NCRi/CXAi, you will be responsible for developing and delivering technology led transformation programs that aim to reinvent the customers digital experience. This position will leverage a deep, end-to-end understanding of the business technical environment and on a case by case basis, determine how NCRi/CXAi digital solutions can be applied to our clients customer experience delivery models to drive enhanced issue resolution, improve service efficiency, and elevate the customer experience. The role creates a unique opportunity to lead the business in redefining, redesigning, and reshaping the way we deliver digital transformation to our clients, while ensuring the appropriate tools and infrastructure are in place to deploy Technology Powered, Human Delivered solutions for our clients. Additionally, this position requires someone with strong communication and consulting skills, along with excellent project management skills.

Core Responsibilities (including, but not limited too)

• Understand client and NRi/CXAi business needs and design outcome driven digital roadmaps, guided by the 4Ds of design thinking (Discover, Define, Develop and Deliver)
• Assist in creating a wholistic digital transformation strategy and plan for end-to-end technical implementations, and new technology initiatives using the organizations methodology and tools.
• Participate in developing and implementation of automation solutions for manual systems to improve efficiency and customer experience.
• Ensure the transformation is well-understood at an operational level within the organization, whilst maintaining day to day performance
• Monitor and control the creation and implementation of user acceptance initiatives including technical implementations, digitization, and emerging technologies.
• Work collaboratively with internal and external teams to co-create solutions, relating to digital enablement, and maintain communication with key decision-makers.
• Connect transformation activities with other work streams and ensure alignment with the projects timeline and milestones.
• Interpret and utilize data analytics to improve solution quality, flexibility, and drive improvement in outcomes.
• Support the creation and maintenance of the entire work plan for the digital transition, provide weekly status reports, identify risks, and mitigate.
• Support business development activities, such as transformation roadmaps, client presentations, proposal creation, and statements of work.
• Ensure successful planning and deployment of identified programs.

Qualifications

• Bachelors degree or diploma in information technology
• Strong understanding of emerging technology trends in the CX space including Cloud, Automation, Ai, and Analytics
• In depth understanding and operational experience in delivering customer experience management solutions.
• PMP (Project Management Professional) certification and Lean Six Sigma certification an asset
• 3-5 years of relevant experience in digital transformation
• Experience with project design and management, preferably technical related
• Passionate for digital technology & innovation, with a firm grasp of emerging digital tools
• Strategic thinker, who can connect business challenges with digital capabilities and opportunities
• Strong ability to influence stakeholders
• Must be able to work independently, take initiatives and meet deadlines.
• Must be adaptable and capable of working under pressure in a fast-paced environment.

Requirements

• Hybrid office and remote working with some travel to client sites required from time to time.
• Ability to work EST time hours.
• Reliable high speed internet 50 mbps download / 20 mbps upload
• Salary - negotiable