Digital Innovation Lead

Role : Manager - Digital Transformation

Location : Mumbai (Malad)

Mode of work : Work from Office

Job role : As a Manager of Digital Transformation, you will lead initiatives that integrate innovative technologies with business processes to improve client satisfaction and operational efficiency, with a strong focus on enhancing customer experience (CX).

Must have led process improvement projects deploying solutions (like - GenAI, Bot, IVR, AgenticAI, etc.) for improving the customer experience like NPS / AHT / CSAT and more.

Key Responsibilities

• Spearhead the implementation of advanced technology solutions like GenAI, RPA, CCaaS solutions, bots, Agentic AI, and SmartAssist to elevate customer interactions and streamline operations
• Collaborate with cross-functional teams to identify opportunities for technological advancements and drive project execution
• Engage with leadership and clients to pinpoint areas for technological improvements and ensure alignment with business goals
• Oversee change management strategies to guarantee smooth adoption of new technologies

Required Skills & Experience :