AI-Driven Transformation Director

Teleperformance; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A global leader in customer experience management is seeking a dynamic individual to lead digital transformation initiatives. This role involves designing strategies and implementing technologies to optimize customer and agent experiences. Candidates should have expertise in Lean Six Sigma, digital tools, and a proven track record in senior leadership roles. The ideal candidate will influence stakeholders and champion innovation across the organization, ensuring alignment with client priorities and global quality standards.

Qualifications

• Proven track record in senior leadership roles driving digital transformation.
• Up to date with latest AI and technology trends impacting customer experience.
• Experience in contact center operations and luxury retail sector.

Responsibilities

• Define and execute a digital transformation roadmap for operations.
• Establish governance frameworks to track compliance.
• Track and report metrics for transformation initiatives.
• Identify automation opportunities to improve efficiency.
• Enhance customer experience through technology enablement.

Skills

Lean Six Sigma expertise

Understanding of digital tools

KPI design and tracking

Familiarity with contact center technologies

Job description

A global leader in customer experience management is seeking a dynamic individual to lead digital transformation initiatives. This role involves designing strategies and implementing technologies to optimize customer and agent experiences. Candidates should have expertise in Lean Six Sigma, digital tools, and a proven track record in senior leadership roles. The ideal candidate will influence stakeholders and champion innovation across the organization, ensuring alignment with client priorities and global quality standards.