QUALIFICATIONS AND JOB DESCRIPTION
RESPONSIBILITIES
Looking for a team member for Predictive Care Squad who will be responsible for;
- Define and manage the proactive &predictive care strategy and positioning of the Digital Care channels
- Elicit business requirements and convert the requirements into a robust MVP aligned with squad’s priority
- Support Data Analyst & Data Scientist to create high propensity prediction models with a continuous improvement approach
- Design the customer interactions at each digital customer care channels by analysing as-is customer journeys, internal and external data sources
- Oversee entire lifecycle of the customer, help customer at the moment of need even before they ask for it
- Formulate hypotheses for, construct and execute A/B tests in order to maintain a deep understanding of customer needs, personas, and journeys
- Develop customer insights by implementing and using a full range of data sources such as conversation history, user research, A/B testing, transaction data and online behaviour models
- Understand and leverage digital channels and technologies (e.g. NLP, Voice Technologies, AI, Cloud, Machine Learning, RPA etc.) that change the environment
- Try new technologies and journeys, explore digital opportunities to provide a personalized experience for the customers
- Create innovation in omnichannel care journeys with prioritized features to drive value in short delivery cycles
- Work agile in squads closely with Frontend/Backend developers, AI-Data Scientist /Data Analyst, Solution Owners, and Quality Assurance team members
- Follow emerging digital technology advancements in order to have a tech-savy approach
QUALIFICATIONS
- Minimum 3/5 years experience in digital product development fields
- Knowledge of Automated care workflow design , Design Thinking Methodologies , Omnichannel CX, Conversational UX is a plus
- Experience in agile methodologies
- Experience in process design tools
- Having a strong analytical background
- Strong leadership attitudes
- Good at communication with a proactive approach
- Experience in digital channel management
- Experience in converting business requirements into technical requirements
- Interest on innovative technologies such as Artificial Intelligence, Big Data, Machine Learning etc.
- Knowledge of self-service experience design, digital product management, customer oriented product management
- Good at data analysing and data driven decision making ability
- Able to manage change, make decisions and create valuable features for customers
"This role has a hybrid working model"