About this role
Job Summary
The incumbent is responsible for executing the strategic design, and optimize capabilities of CRM platform. This role drives end-to-end workflow transformation, leveraging advanced data analytics, machine learning, and intelligent automation to deliver a prescriptive, data-driven Target Operating Model (TOM). The role acts as a bridge between business, technology, and operations teams, ensuring customer-centric processes are streamlined, scalable, and digitally enabled to improve customer outcomes and operational performance.
Job Responsibilities
- 1. Platform solution architecture Drive and execute end-to-end CRM platform strategy and roadmap to ensure platform stability, scalability, and performance optimization Manage platform releases, upgrade, and change governance
- 2. End-to-End Workflow Transformation Execute process re-engineering initiatives across customer lifecycle journeys and conduct as-is vs to-be assessments to identify inefficiencies and transformation opportunities Implement user lead, tec support or lead automated workflows, and service level standard (SLA) driven orchestration
- 3. Data Analytics & Insight-Driven Operations Create CRM analytics dashboard and drive insights from customer interactions, service performance metrics, transaction and operational activities.
And develop data-driven decision-making insights.
- Create machine learning modules within CRM workflows on predictive case routing, intelligent auto-assignment, and next-best-action recommendations.
- Key Deliverables Business operations CRM & ServiceNow transformation roadmap Digitized and automated end-to-end customer workflows and craft the future state design to improve the service level deliveries and the handling of exception circumstances.
- Inculcate analytics and influence teams level adoption of day-to-day transactions and services work with AI-enabled tools Measurable improvements in: Customer experience Self-service adoption rate Process resolution rate (%) Job Requirements Education Bachelor’s degree in information systems, Engineering, Business, or related field 2 years of experience in service or mid-office process.
- Prior digital transformation experience would be added advantage.
- Technical Data analytics tools (SQL, Python, Power BI, Tableau) AI/ML fundamentals and application in business workflows (workflow orchestration) Interpersonal Strong stakeholder management and influencing skills Excellent communication and executive presentation ability Cross-functional collaboration Problem-solving and decision-making capability