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Digital Strategist

Req ID#:  111372

Miami, FL, US, 33131

Digital Strategist

Operations

We are currently looking for a Digital Strategist.  This role will be located in our beautiful corporate global headquarters on Brickell Avenue in Miami, Florida.

Sitel is a leading global outsourcing provider of customer experience management. We collaborate with some of the best-known global brands to harness the industry’s digital transformation and help consistently deliver outstanding customer experiences. With more than 30 years of industry-leading experience, our 75,000 passionate and talented associates support more than 400 clients in 48 languages from 150 offices strategically located in 24 countries.

 

The Sitel Digital Strategist owns key digital customer experience projects for clients across industry vertical, size and digital maturity. They research current CX trends, audit client websites and customer care touchpoints and analyze opportunities for improvement. They collect key operational data and inform project ROI models and project benefits.

 

Education: Bachelor’s Degree. Concentration in services marketing, digital marketing, operations management.

 

Experience Target:

  • 3 years of work experience on digital transformation projects and feels comfortable establishing an accountability framework
  • Candidates with the following expertise preferred: chat and messaging platforms, omnichannel management, customer journey mapping, self-care content and tools, chatbots, virtual assistants, RPA, digital customer experience strategy, user experience design, brand management.
  • Bachelor’s degree in Marketing, Business development, or Technology.

 

Skills:

  • Analytical
  • Critical and strategic thinker
  • Strong presentation skills
  • Operational mindset
  • Customer insights and analytics
  • Loves investigating the use of emerging technologies and customer needs to develop digital solutions

 

Knowledge/Abilities:

  • Creative problem solving
  • Ability to persuade and drive action by contributing to a positive and motivating work environment
  • Ability to create strong presentations both in terms of content and design
  • Proficiency in Outlook, Excel, PowerPoint
  • Experience managing digital projects (websites and apps (chat/messaging implementations), digital interface design, social media) and knowledge of agile methodology
  • Ability to quickly understand client and project needs and take ownership of project success
  • Have a foundational understanding of brand management practices and a big interest in improving customer experiences
  • Ability to learn quickly and adapt to an ever-changing environment
  • Committed to meeting tight deadlines when necessary
  • Collaborate with multiple teams and roles across Sitel and within the client’s organization

 

Special Certifications:

CCXP certified is a plus.

Digital transformation, digital strategy, or digital project management certifications.

 

Travel Required: About 20% travel required to client offices in North America and internal sites.

 

Essential Functions:

 

Importance

 

Essential Functions and Duties

Approximate % of Total Job

 

1

 

Job Responsibilities

  • Business Problem Solving – Works with Client Solutions/Account Management and directly with clients to understand and help shape ambiguous and complex business problems into actionable strategies.

10%

 

2

 

  • Solution Planning – Defines, scopes and plans new solutions for clients and communicates CX benefits with a KPI and ROI focused business mindset. This includes determining how to measure business results, modeling current/future business processes, gathering business requirements and identifying the organizational changes required to successfully realize the benefits of the solution. Feels comfortable building PowerPoint decks and explaining their ideas in a Boardroom.

 

40%

 

3

 

  • Delivering Strategic Solutions – Works with clients and different Sitel players to deliver, measure and optimize chat, messaging, and intelligent chatbot solutions.

50%

 

 

Decision Making Authority: 

 

Independent Decisions Expected

 

Recommendations Expected

  • Drive project strategy and lead client presentations
  • Delegates to project manager, user experience designer, continuous improvement and operations teams
  • Channel optimization
  • Automation potential
  • Customer experience improvements
  • User experience

Digital Strategist


Nearest Major Market: Miami

Job Segment: Strategist, Business Development, Brand Manager, Branding, Strategy, Sales, Marketing, Customer Service

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