3 Digital Transformation jobs in Makati City

**Qualifications**
- Any Graduate / PG /MBA
- Additional information
- Experience managing end to end Dig Transformation projects is must
- Knowledge of RPA/AI/ML/NLP/Data Analytics/Design Thinking/Data Visualization Tools is an added advantage
- Strong Analytical mindset
- Strong background in Six Sigma and Project Management

**Key Responsibilities**:

- Experience in Contact Centre Transformation
- Own engagements end-to-end: connect with internal and external stakeholders to understand briefs, frame problem statements, create roadmaps/engagement models, conduct (user) research, synthesize findings and imagine and prototype possible solutions
- Conduct process assessment workshops to find improvement opportunity areas and identify solution best suited to customer needs
- Manage end-to-end Digital Transformation projects for account; closely work with cross-functional teams from planning to closure
- Proven problem-solving skills & Analytical thinking
- Own, rationalize and quantify design decisions in proposed solutions
- Help choreograph the experience for individual client visits/workshops based on the problems we are looking to solve
- Facilitate workshops to solve problems using various solutioning techniques Help envision a ‘way of working’ for how user-centered design should function in a BPO/service environment
- We’re looking for someone who has: Experience of designing and/or implementing solutions in resource-constrained environments. Comfortable navigating tough situations
- Worked with client stakeholders directly; front-ended client engagements
- Worked on proposals/pitches/approach notes for design led projects in a service/enterprise environment
- Experience in a BPM/KPO/Captive/Contact Centre

**Salary**: Php110,000.00 - Php120,000.00 per month

**Benefits**:

- Health insurance
- Life insurance
- Work from home

Schedule:

- 8 hour shift

Supplemental pay types:

- 13th month salary
- Anniversary bonus
- Bonus pay
- Performance bonus
- Quarterly bonus
- Yearly bonus

Reporting to the Sr. Program Manager, Digital Client Engagement, the Digital Engagement Specialist is a pivotal role responsible for fostering a vibrant, engaged, and supportive online client community. This role champions client success through moderation, knowledge management, and feedback synthesis, while driving ideation initiatives. The specialist will ensure digital assets align with brand standards, provide responsive support, and deliver data-driven insights to optimize community performance. This role requires a blend of client engagement, content management, analytical and administrative skills to support a growing community platform.
Client Experience and Knowledge Management
+ Conduct quality assurance monitoring of community interactions to ensure adherence to guidelines. Provide constructive feedback to moderators to maintain a positive, inclusive environment.
+ Maintain and update knowledge management systems (e.g., FAQs, wikis), ensuring content is accurate, accessible, and user-friendly. Collaborate with cross-functional teams to integrate new resources.
+ Support the development and execution of Google review strategies. Monitor review trends and recommend proactive responses.
Client Ideation & Feedback
+ Launch and promote client ideation programs (e.g., suggestion campaigns, innovation challenges) to encourage active participation. Develop workflows to streamline contributions.
+ Collect, analyze, and synthesize client feedback. Deliver actionable insights to Marketing, product, and development teams to drive platform enhancements.
+ Implement processes to acknowledge and follow up on client suggestions, fostering trust and collaboration. Track ideation outcomes to demonstrate impact on community offerings.
Communication & Digital Asset Management
+ Partner with communications team to distribute timely updates, including product outages, updates and alerts, and community news, ensuring clarity and alignment with brand voice.
+ Update and maintain digital assets (e.g., mosaic tiles, widgets, and wikis), to ensure functionality. Conduct regular audits to identify and resolve outdated or broken content.
+ Provide responsive troubleshooting for clients and associates, escalating complex issues to the Sr. Manager.
+ Assist in developing onboarding materials and initiatives to welcome new community members.
Analytics and Administrative Support Administration & Communication
+ Monitor and analyze community metrics (e.g., engagement rates, feedback volume, resolution times) using native reporting and Tableau. Generate reports to share insights with stakeholders.
+ Identify trends and opportunities to enhance platform performance and client satisfaction. Present data-driven recommendations to the Senior Manager and cross-functional teams.
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