工作职责：

Job Summary

We are looking for a Digitalization Specialist to help us conduct assessments of digital touchpoints, implement Voice of Customer (VoC) strategies, also manage customer databases, streamline and document processes, provide insights, and effectively communicate findings to improve customer experiences and increase efficiency. Key tasks include classifying customer data, streamlining the process, analyzing data performance, and collaborating cross-functionally to enhance overall digital engagement based on customer insights across customer lifecycles and journeys.


What will you do?

Digitalization Execution
● Implement and manage Digitalization projects as directed.
● Supporting the designing and implementing digital strategies that align with the organization's goals and objectives.
● Ensure timely completion of digital projects with a focus on quality and efficiency.
Automation Solutions & Customer Databases Implementation
● Evaluating and understanding the current business processes to identify opportunities for digital enhancement.
● Assisting in digitalization planning and change management by recommending guidelines, workflows, communication, new technologies/tools, problem-solving, and best practices.
● Creating and maintaining comprehensive project documentation, and unified customer databases.
Collaboration and Project Support
● Collaborating with IT and business stakeholders to facilitate digital solutions by integrating new tools, processes, and automation into existing systems, and workflows.
● Participating in collaboration with cross-functional teams to ensure the successful execution of digitalization roadmap and projects.
● Facilitating communication between technical and non-technical departments to ensure a clear understanding of digitalization goals.
Data Analysis and Reporting
● Enhancing customer experience by tracking metrics, monitoring performance, evaluating initiative impact, and aiding in the collection and analysis of digital performance metrics.
● Managing the digital change process, including training and support
Continuous Learning and Innovation
● Conducting research on emerging digital & automation trends and best practices to maintain the best fit-for-purpose solutions to improve operational efficiency
● Engaging in continuous learning about new digital tools and methodologies

任职资格：

What do we need?

● 3-5 years relevant experience in travel industry distribution or digitalization
● Experience collaborating with IT and business stakeholders to integrate new technologies, automation, and processes into existing systems.
● Experience in project management and in preparing written documentation of projects.
Hard Skills
● Ability to execute and implement metrics to monitor the performance and impact of digital projects.
● Strong expertise in optimizing customer experience using digital tools and data analytics.
● Skills in managing and executing digital and automation projects.
● Strong understanding of digital tools, platforms, and systems.
● Working knowledge of best practices in capturing, presenting, and preserving, digital data in standard formats.
● Proficient in using Office Suite, Google Workspace, CRM (HubSpot), and Project and Task Management tools (like Monday.com, etc)
Soft Skills
● Strong interpersonal, written, and verbal communication skills to facilitate collaboration between technical and non-technical departments.
● Extremely detail-oriented and Systems Thinking and Integration
● Customer-centric mindset and Data-informed decision-making
● A passion for technology and a willingness to learn and adapt to new tools and processes.
● Proficiency in documenting technical processes and instructions.
● Ability to work effectively in a team environment.