Assistant Vice President – Service Excellence and Digitalization

Job Purpose

The AVP of Service Excellence and Digitalization is responsible for driving digital transformation and service excellence across all the contact center touchpoints by integrating digital technologies, self-service solutions (such as IVR and chatbots), and advanced analytics. This role oversees the quality assurance program and improvement initiatives to ensure high service standards with digital first approach, operational efficiency, and a superior customer experience through seamless integration of emerging technologies.

This role is for the UAE National.

Roles And Responsibilities

• Drive initiatives that unify the customer journey and ensure that customers receive a seamless experience across all touchpoints.
• Stay current on emerging technologies and trends in customer service, evaluating and recommending new tools (e.g., AI-powered chatbots, automation, and self-service tools) to improve operational efficiency and enhance the customer experience.
• Leverage data analytics and customer insights to guide service strategies, track progress, and enhance the overall customer experience.
• Use data-driven insights to drive continuous improvements in service quality, response times, and customer satisfaction.
• Develop and implement a robust quality assurance program to ensure high standards of service delivery across all customer interactions.
• Conduct regular audits and evaluations of customer interactions, providing actionable feedback and identifying areas for improvement.
• Serve as a champion for customer experience within the contact center, ensuring that customer feedback is consistently integrated into service strategies and decision-making processes.
• Analyze customer feedback and escalations to identify trends and areas for improvement in service delivery.
• Lead the development, optimization, and management of self-service channels (e.g., IVR, chatbots, mobile apps) to provide customers with efficient and convenient service options.
• Focus on driving self-service adoption and deflection, reducing reliance on live agents while maintaining customer satisfaction.
• Lead initiatives aimed at digitalizing customer service workflows and deflecting contacts from live agents to digital or self-service channels.
• Collaborate with IT and other business units to drive the implementation of systems enhancements that support deflection and digital service capabilities.
• Gather and define business requirements for new system features, digital tools, and contact center enhancements, translating them into clear business requirements documents (BRDs).
• Develop and maintain performance management dashboards that provide a unified view of key metrics, digital tool performance, and customer experience outcomes.
• Ensure that performance data is easily accessible and actionable for decision-makers across the organization.
  
  
  

Related Years Of Experience

Min of 8+ years of experience in contact center operations and digitalization

YOE IN MANAGERIAL POSITION

Min of: Min of 3 years

Technical And Interpersonal Skills

• Extensive knowledge of digital tools, self-service technologies (e.g., chatbots, IVR), and multichannel integration strategies.
• Expertise in customer experience analytics, data-driven decision-making, and the implementation of service improvement initiatives.
• Experience with quality assurance frameworks, performance management and process improvement methodologies in customer service environments.
• Strong understanding of contact center systems, CRM, and emerging technologies.
• Ability to define business requirements and manage the execution of system and digital tool enhancements.
• Exceptional leadership, communication, and strategic thinking skills.
• Ability to drive change and inspire innovation in a fast-paced, evolving environment.
  
  
  

QUALIFICATION

Bachelor's degree in Business, Information Technology, Customer Experience, or a related field (Master’s degree or relevant certifications in digital transformation or service excellence is a plus).