Senior Service Transformation & Digital Strategy Lead

Deloitte Africa; Gauteng; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A leading consulting firm in South Africa is seeking a forward-thinking Lead for their Service Transformation Offering. This role involves helping clients evolve their service models and improve operational efficiency through innovative solutions including automation and AI. The ideal candidate will have 10+ years of experience in customer service strategy and the ability to influence C-suite stakeholders. Strong analytical skills and a passion for digital innovation are essential.

Qualifications

• 10+ years in customer service strategy, contact center operations, or service transformation.
• Experience in leading large scale technology transformation across CRM and contact center ecosystems.
• Proven ability to influence C-suite stakeholders.

Responsibilities

• Assess current service models and define what 'good' looks like.
• Drive commercial growth by leading practice development & business proposals.
• Design transformation roadmaps incorporating automation and AI.

Skills

Analytical skills

Contact center KPIs

Digital innovation

Education

Tertiary qualification in Business, Finance, Accounting, Data, or related field

MBA or Masters in relevant field

Tools

Salesforce

Genesys

ServiceNow

AWS Connect

Job description

A leading consulting firm in South Africa is seeking a forward-thinking Lead for their Service Transformation Offering. This role involves helping clients evolve their service models and improve operational efficiency through innovative solutions including automation and AI. The ideal candidate will have 10+ years of experience in customer service strategy and the ability to influence C-suite stakeholders. Strong analytical skills and a passion for digital innovation are essential.