CX Digital Manager

Overview

CX Digital Manager

Digital Strategy & Transformation

• Analyze current digital usage patterns and identify opportunities for enhanced digital adoption across all customer and operational touchpoints
• Develop comprehensive proposals for digital change initiatives, including detailed business cases with clear ROI / impact projections
• Lead digital transformation projects from conception through implementation, ensuring alignment with organizational strategy
• Drive the adoption of automation tools, AI-driven analytics, and process optimization technologies to improve scalability and reduce manual dependencies
• Champion digital-first behaviors across the organization, working with management to embed digital capabilities within existing operations

Operations Management & Process Excellence

• Design and organize seamless user experiences across multiple channels and customer touchpoints
• Implement robust governance models, risk controls, and regulatory compliance measures for digital operations
• Utilize Lean, Six Sigma, and other methodologies to identify and eliminate operational inefficiencies
• Spearhead robotic process automation (RPA) and AI-driven solutions to enhance operational effectiveness
• Conduct root cause analysis to identify operational deficiencies related to digital usage and implement sustainable corrective actions
• Establish continuous improvement frameworks including Kaizen principles and business process reengineering

Data Analytics & Performance Management

• Leverage advanced analytics, dashboards, and real-time reporting tools to track digital performance and identify trends
• Develop and maintain digital usage reporting frameworks to measure adoption, engagement, and business impact
• Utilize predictive modeling and business intelligence tools (Power BI, Tableau, SQL) to derive actionable insights
• Monitor benefit forecasting and tracking for digital initiatives, ensuring delivery of projected outcomes
• Conduct regular operational audits to evaluate digital performance and recommend strategic improvements

Stakeholder Management & Communication

• Present proposals, findings, and recommendations to senior leadership and key stakeholders with clarity and impact
• Capture and translate business requirements into technical specifications for digital solutions
• Act as liaison between business units, technology teams, and external vendors to ensure seamless delivery
• Conduct regular business reviews to evaluate digital initiative performance and alignment with objectives
• Implement structured feedback mechanisms to capture stakeholder input and drive continuous improvement

Change Management & Implementation

• Author and communicate digital behavior requirements and standards across the organization
• Support change thinking and change management initiatives throughout digital transformation projects
• Analyze system changes and assess their impact on business operations and user experience
• Communicate technical changes effectively to operational teams and support successful implementation
• Create compelling change stories using data visualization and presentation techniques to drive adoption

Team Leadership & Capability Building

• Lead, mentor, and develop team members with a focus on digital excellence and innovation
• Foster a culture of ownership, accountability, and continuous learning
• Provide input to training programs to upskill employees on digital tools, analytics platforms, and process excellence
• Promote consultative approaches to problem-solving and critical thinking across the team

Education

• Bachelor's or Master's degree in Business Administration, Information Systems, Digital Technology, Operations Management, or related field

Experience

• Minimum 8 years of progressive experience in digital transformation, operations management, or digital delivery roles
• Proven track record in the real estate, banking, government, or property management sectors
• Strong experience in service delivery, process excellence, and operational transformation
• Demonstrated success in leading digital adoption initiatives and change management programs
• Experience with CRM platforms, workflow automation, and digital customer engagement solutions

Technical Skills

• Advanced proficiency in business intelligence and analytics tools (Power BI, Tableau, Excel, SQL)
• Strong understanding of CRM systems, preferably Salesforce and Genesys platforms
• Knowledge of app development and deployment processes
• Understanding of API integration and system connectivity
• Experience with process automation tools and RPA technologies
• Familiarity with Lean, Six Sigma, or other process improvement methodologies (certification preferred)

Core Competencies

• Exceptional communication skills across all formats (verbal, written, presentation)
• Advanced PowerPoint skills with ability to structure complex information and create compelling visual narratives
• Strong influencing and stakeholder management capabilities
• Consultative approach with ability to critique thinking and challenge assumptions
• Root cause problem-solving expertise using analytical frameworks
• Project management experience with demonstrated ability to deliver complex initiatives
• Critical thinking and strategic analysis capabilities
• Change story creation and communication expertise
• Strong command of English language (written and spoken)
• What we offer
• Opportunity to shape digital strategy for a leading real estate development and management company
• Collaborative work environment with senior leadership visibility
• Exposure to diverse real estate portfolio and complex operational challenges
• Professional development and continuous learning opportunities
• Competitive compensation package commensurate with experience