Senior Representative, Digital Transformation

The Senior Representative provides day-to-day operational support to digital transformation initiatives that enhance the customer experience. This includes documentation of customer journeys, testing of tools, capturing feedback from end-users, and assisting with user training and content updates. The representative also contributes to performance reporting and continuous improvement based on usage trends.

• Support end-to-end documentation of customer journeys and use cases: Assist in mapping and maintaining customer journeys for digital initiatives. Ensure documentation is clear, updated, and validated by business teams.

• Perform tool functionality testing and escalate bugs or design gaps: Participate in UAT and production testing. Document issues with screenshots and clear descriptions for timely resolution by IT teams.

• Consolidate data and metrics from digital tools (web, app, chatbot, etc.): Pull reports from analytics tools and dashboards to monitor usage trends. Compile daily/weekly summaries of usage statistics and incidents.

• Contribute to the creation and dissemination of how-to guides and FAQs: Draft user-friendly manuals and visual aids to support tool understanding and self-learning among frontline users.

• Act as liaison between frontline users and technical teams: Capture operational challenges or confusion raised by users and help translate them into technical queries or improvement suggestions.

• Participate in pilot and post-deployment sessions: Support deployment activities by ensuring readiness materials (guides, checklists) are shared and by collecting live feedback from users.

• Maintain process flows and quick reference materials: Regularly review and update step-by-step process flows to reflect updates to systems or procedures.

• Prepare summary reports from customer feedback channels: Analyze verbatim feedback, chat logs, or survey comments to highlight recurring issues or emerging customer needs.

• Collaborate with Customer Service teams to ensure alignment of tools with needs: Attend support team briefings and working sessions to understand frontline expectations and tool improvement opportunities.

Education:

•    Bachelor’s degree in Business Administration, IT, or Digital Service Management

Training:

•    Orientation on digital platforms (e.g., CRM, chatbot)

•    Basic reporting and dashboarding

•    Fundamentals of CX and service automation

Experience:

•    1–2 years in customer service, operations, or digital support functions

•    Experience in using or supporting CRM and service systems is a plus

5. Competencies

Functional Knowledge:

•    Digital support and escalation procedures

•    Familiarity with CX indicators

•    Exposure to user testing and ticketing tools

•    Data analytics

•    API integration

•    AI integration (ML, NLP, Gen AI)

•    RPA & Automation

Skills:

•    Good interpersonal communication

•    Observation and feedback synthesis

•    Structured documentation and issue reporting

•    Chatbot design

Behavioural Qualities:

•    Curious and proactive

•    Quick learner and adaptable

•    Reliable and accountable