Senior Digital Product Specialist (Chatbot)

webAI; Song; On-site; MYR 70,000 - 90,000; Full time

Job summary

A leading energy provider is seeking a Senior Digital Product Specialist to enhance its chatbot platform and drive digital transformation. The ideal candidate will analyze data, develop customer insights, and collaborate with cross-functional teams. A Bachelor's degree and over 3 years of experience in data analytics or digital customer service projects are required.

Qualifications

• 3+ years of experience in data analytics or digital customer service projects.
• Advanced knowledge of website, mobile app, and chatbot technologies.
• Strong analytical skills to handle unstructured customer data.

Responsibilities

• Enhance chatbot platform capabilities and integrate AI technologies.
• Analyze customer data to identify trends and opportunities.
• Develop dashboards and reports for data insights.

Skills

Data analytics

Project management

Chatbot technologies

Communication

HTML/CSS

Education

Bachelor's degree in a relevant field

Tools

CRM systems

Data visualization tools

Job description

Job Description

Working Location: Shatin

Employment Duration: Permanent/24 months

The Senior Digital Product Specialist with emerging technology will play a crucial role in driving the digital transformation efforts of CLP's 'Customer Services & Support' department. You will be responsible for enhancing the capabilities of the company's chatbot platform, integrating cutting-edge Conversational AI technologies, and designing intuitive conversational experiences across CLP's customer touchpoints. We are now hiring talents to enhance existing channel features, create new channels and technologies, including Gen AI applications, to all CLP channels, products, and services portfolio that drive digital consumption and design end-to-end omni-channel experiences with a strong focus on digital services/self-services.

Major Duties

We are looking for a high-caliber individual to join the Customer Experience Department of our Customer Success & Experience Business Group (CSE). Reporting to the Assistant Manager – Workforce, System and Demand Management, you will use customer insights to add value to business decisions, key activities, and strategic projects. It is crucial that you can analyze data and complex figures and translate them into tangible actions, as well as monitor customer trends to identify gaps and opportunities.

• Build up omni-channel and online/offline data connections to provide advanced integrated analytics and insights throughout the end-to-end journey.
• Assist in setting up a 360-degree unified customer profile, covering both omni-channel interactions and behavioral data, with real-time monitoring and insights for continuous experience optimization.
• Identify solutions to predict customer demand across all service touchpoints to reduce manual processing and enable hyper-personalization.
• Support teams in managing digital assets like Website/App with CRM to ensure proper content publishing, strategy alignment, governance, and standards across channels, e.g., Chatbot.
• Build and maintain data pipelines to aggregate customer data from various sources (CRM, contact center, digital channels).
• Perform in-depth analysis of customer service metrics, interaction patterns, and behavioral data to identify trends, pain points, and opportunities for increasing chatbot utilization and customer satisfaction.
• Develop advanced analytics models and predictive algorithms to anticipate customer needs, personalize interactions, and optimize service delivery.
• Collaborate with cross-functional teams to translate data insights into actionable strategies and implementation plans.
• Design and develop dashboards, reports, and visualizations to communicate insights effectively to stakeholders.
• Stay updated with the latest data analysis techniques, tools, and industry best practices to enhance analytical capabilities.
• Contribute to developing a centralized customer data platform, ensuring data quality, governance, and security standards are maintained.
• Assist in identifying and implementing emerging technologies (e.g., machine learning, AI) to foster data-driven innovation within customer experience.
• Support ad-hoc projects as needed.

Requirements

• Bachelor's degree in a design-related field, data analytics, or digital ecosystem.
• At least 3 years of experience, preferably in data analytics or digital customer service projects.
• Advanced knowledge of website, mobile app, CMS, SEO, CHATBOT, and HTML/CSS.
• Strong communication and project management skills.
• Familiarity with omni-channel insight and journey analytics for continuous improvement.
• Good analytical and problem-solving skills to handle unstructured customer data from various sources.
• Ability to collaborate with multidisciplinary teams, with well-developed planning, coordination, and prioritization skills.
• Proactive in maintaining effective relationships with internal and external parties.
• Candidates with less experience may be considered for the Digital Product Specialist role.

About CLP

Our History and Business

Founded in Hong Kong in 1901, CLP now powers millions of homes and businesses across the Asia-Pacific region with over 8,000 employees. We operate a vertically integrated electricity business in Hong Kong, serving over 80% of the city’s population, and invest in energy sectors across Mainland China, Australia, India, Taiwan, and Thailand. Our portfolio includes diverse generating assets using nuclear, renewables, gas, and coal. We aim to meet the evolving needs of energy users by embracing new opportunities in decarbonization and digitalization, fulfilling our purpose to Power Brighter Tomorrows.