Platform Management & Optimization
- Lead the strategy, development, and management of the B2B self-service platform to ensure it meets the needs of both SME and Enterprise clients.
- Continuously monitor and optimize platform performance, focusing on uptime, reliability, and user satisfaction.
- Implement new features and enhancements to improve user experience, leveraging data-driven insights and customer feedback.
Customer Experience & Journey Design
- Work closely with stakeholders to design and refine digital journeys that empower customers to self-manage their services, including checking balances, purchasing packages, managing accounts, and tracking transactions.
- Ensure the platform delivers an intuitive, user-friendly experience, integrating the latest UX/UI best practices to enhance ease of use.
Digital Transformation Leadership
- Drive the organization's digital transformation efforts by transitioning B2B customer services from traditional to digital-first and self-service solutions.
- Identify and integrate innovative technologies and processes that enhance the self-service experience and align with business objectives.
Cross-functional Collaboration
- Collaborate with product, IT, and marketing teams to ensure platform alignment with broader business goals and customer needs.
- Work with customer service teams to ensure seamless integration of the self-service platform with other customer support channels.
Data Analysis & Reporting
- Analyze platform usage data and customer behavior to identify trends, improve customer journey, and optimize platform features.
- Develop regular reports on KPIs such as platform usage, customer engagement, transaction success rates, and customer satisfaction.
Qualification
- Bachelor's degree in business, Information Technology, Digital Marketing, or a related field.
- 3+ years of experience in managing or developing digital platforms, customer experience management
- Proven track record in driving digital transformation, improving customer self-service experiences, and experience implementing customer-centric UX/UI or design on digital platforms
- Experience working closely with cross-functional teams including IT, marketing, and customer support to deliver platform enhancements
- Expertise in UX/UI design principles.
- Solid project management skills, with the ability to lead initiatives and deliver results within deadlines.
