CX Digital Manager

Digital Strategy & Transformation

• Analyze current digital usage patterns and identify opportunities for enhanced digital adoption across all customer and operational touchpoints.
• Develop comprehensive proposals for digital change initiatives, including detailed business cases with clear ROI impact projections.
• Lead digital transformation projects from conception through implementation, ensuring alignment with organizational strategy.
• Drive the adoption of automation tools, AI‑driven analytics, and process optimization technologies to improve scalability and reduce manual dependencies.
• Champion digital‑first behaviors across the organization, working with management to embed digital capabilities within existing operations.

• Design and organize seamless user experiences across multiple channels and customer touchpoints.
• Implement robust governance models, risk controls and regulatory compliance measures for digital operations.
• Utilize Lean Six Sigma and other methodologies to identify and eliminate operational inefficiencies.
• Spearhead robotic process automation (RPA) and AI‑driven solutions to enhance operational effectiveness.
• Conduct root cause analysis to identify operational deficiencies related to digital usage and implement sustainable corrective actions.
• Establish continuous improvement frameworks, including Kaizen principles and business process reengineering.

• Leverage advanced analytics dashboards and real‑time reporting tools to track digital performance and identify trends.
• Develop and maintain digital usage reporting frameworks to measure adoption, engagement and business impact.
• Utilize predictive modeling and business intelligence tools such as Power BI, Tableau, SQL to derive actionable insights.
• Monitor benefit forecasting and tracking for digital initiatives, ensuring delivery of projected outcomes.
• Conduct regular operational audits to evaluate digital performance and recommend strategic improvements.

• Present proposals, findings and recommendations to senior leadership and key stakeholders with clarity and impact.
• Capture and translate business requirements into technical specifications for digital solutions.
• Act as liaison between business units, technology teams and external vendors to ensure seamless delivery.
• Conduct regular business reviews to evaluate digital initiative performance and alignment with objectives.
• Implement structured feedback mechanisms to capture stakeholder input and drive continuous improvement.

• Author and communicate digital behavior requirements and standards across the organization.
• Support change thinking and change management initiatives throughout digital transformation projects.
• Analyze system changes and assess their impact on business operations and user experience.
• Communicate technical changes effectively to operational teams and support successful implementation.
• Create compelling change stories using data visualization and presentation techniques to drive adoption.

• Lead, mentor and develop team members with a focus on digital excellence and innovation.
• Foster a culture of ownership, accountability and continuous learning.
• Provide input to training programs to upskill employees on digital tools, analytics platforms and process excellence.
• Promote consultative approaches to problem‑solving and critical thinking across the team.

• Education:
  
  Bachelor’s or Master’s degree in Business Administration, Information Systems, Digital Technology, Operations Management or related field.
• Experience:
  
  Minimum 8 years of progressive experience in digital transformation, operations management or digital delivery roles.
• Proven track record in the real estate, banking, government or property management sectors.
• Strong experience in service delivery, process excellence and operational transformation.
• Demonstrated success in leading digital adoption initiatives and change management programs.
• Experience with CRM platforms, workflow automation and digital customer engagement…