Digital Experience & Automation Lead

Responsible for designing, implementing, and optimizing digital and self-service solutions that elevate customer experience and enhance operational efficiency.Leads the adoption of AI-driven and automated platforms, reducing assisted contacts and fostering a digital culture centered on the customer/Business Owner and the business**Responsibilities**- Define the implementation and promotion strategy for digital, self-service, and assisted service channels-Coordinate projects with IT to support the adoption of global platforms-Monitor, analyze, and report key metrics (adoption, usage, satisfaction, digital containment)-Analyze CX processes to assess feasibility for migration to new channels-Evaluate, propose, and support the adoption of new technologies by BPOs (Business Process Outsourcing) and digital tools that impact user experience, ensuring a balance between cost and quality-Manage tools and channels -Manage key tools and platforms to maximize their use, drive adoption, and full...