Campaign Success Navigator; BPO​/Hybrid

About the job Campaign Success Navigator (BPO/Hybrid)

Our Client is a global leader in customer experience and BPO services, operating globally with over 100k employees. Headquartered in Europe, they serve industries in telecom, finance, and healthcare, delivering innovative, tech-driven solutions including AI-powered customer support.

Role Overview

You champion the human and process transformation required for successful GenAI adoption. You drive the shift from the Current Mode of Operation (CMO) to the GenAI-enabled Future Mode of Operation (FMO). Your focus is on developing and executing change management plans, creating user documentation and training materials, fostering user buy-in, and monitoring adoption metrics. Applying lean principles, you help optimize the new workflows and ensure the deployed GenAI solution delivers sustained value and achieves the targeted operational improvements.

Job Location
:
Durban, South Africa

Candidate Location
:
South Africa

Work Type
:
Hybrid

Job Type
:
Full time/Permanent

Requirements

• An individual experienced in driving the human side of technology implementation –change management and user adoption.
• 3+ years in Change Management, Tech Adoption, or Process Improvement
• Understanding of Lean principles
• Essentials:
  Demonstrable experience planning and executing change management activities (communication, training, stakeholder engagement).
• Understanding of process improvement (Lean ideal).
• Must possess strong empathy, facilitation, and influencing skills to guide users through the CMO-to-FMO transition.
• Experience in change management, organizational transformation, or technology adoption roles.
• Strong understanding of process improvement methodologies (e.g., Lean).
• Excellent communication, training, and facilitation skills across various user groups.
• Ability to develop clear documentation and support materials (user guides, FAQs).
• Experience in stakeholder engagement and managing resistance to change.
• Focus on measuring impact and driving value realization from technology deployments.
• Ready to travel over extended periods of time to be co-located with the operations.

Core Focus:
Adoption & Impact

Drives the human side: change management, user adoption, training, ensuring the FMO vision is realized and value is captured. Focuses on process transformation enabled by the deployed tech. Needs to understand GenAI's impact on users and workflows.