Get to know our Team:
Customer Experience team drives one of our core values ‘Outserve Our Customers’ and provide support to in-country business units and a wide range of verticals. The team promotes ease to our driver partners and passengers in customer support transactions focusing on quality and customer satisfactions
Get to know the Role:
The Head of Digital Transformation is responsible for delivering world class digital experiences for our customers and partners. This digital leader is charged with creating innovative digital strategies that deliver results. Success in this role is centered on direct collaboration with UX, business and technology teams to create customer journeys and continuous improvement initiatives. This leader will manage a team of product and journey owners, as well as the agile transformation programs for the Customer Experience function.
The day-to-day activities:
- Lead the digital experience (content, journey, and personalization) of our products and services (in line with the value proposition and features defined by the product owners) to maximise digital product usage and digital customer satisfaction
- Responsible for digital journeys, continuous improvement, and delivery of those initiatives in an agile team model.
- Understand the value proposition, product features, and economics of the products
- Has deep insights into digital content, digital journeys, and digital personalization leveraged by the best digital competitors and the world class digital companies
- Translates effectively product value propositions, features and functions into great digital customer experiences
- Coordinate the implementation of the digital experience with all required partners (analytics, digital IT, POs, UAT, marketing)
- Leads a team of product owners, journey owners and journey testers committed to delivering results
The must haves:
- Bachelor's degree in business, information systems, or a related field
- Must have 7+ years directly leading digital teams
- Experience in usability, human factors, digital design, communication, MBA in related business with digital emphasis, or front-end technology with emphasis in CX/UX
- Proven success and experience as a digital transformation leader directly leading customer experience, strategy and delivery across digital experiences.
- Able to demonstrate expert knowledge in digital competitive landscape and how to directly relate this insight to business goals that grow revenue.
- Must have direct experience leading CX or UX teams and/or agile teams that directly collaborate with CX and UX teams.
- Prior experience developing a digital strategy and vision, including digital journey mapping, leading change and collaborating with a variety of business, technology and creative partners.
- Superior communication skills and a proven track record of building and developing relationships with senior leadership as well as technology and business teams.
- Able to positively lead change through ideation and diffuse conflict with professionalism.
- Prior experience in B2B or fast-moving services strongly preferred
