Innovation Process Specialist

5 days ago

Cape Town, South Africa Teleperformance South Africa Full time

**Job Overview**

We are seeking a dynamic and forward-thinking Innovation Process Specialist - Innovation to spearhead transformative initiatives that elevate customer and agent experiences through cutting-edge AI technologies.

In this pivotal role, you will reform our systems, channels, and strategies, optimising the customer and agent journey and driving operational excellence across our Centre of Excellence.

**Key Responsibilities**:

- **AI Integration**: Utilise AI technologies to optimize processes, enhance decision-making, and provide innovative solutions that benefit customers, agents, and the organization.
- **Customer and Agent Journey Optimisation**: Focus on improving the overall experience of customers and agents by identifying pain points and implementing technology-driven solutions.
- **Lead Innovation Projects**: Manage and oversee the implementation of new systems, strategies, and channels to improve customer and agent experiences.
- **Cross-Functional Collaboration**: Work closely with multiple teams across the organization to pull the right resources and expertise together to drive successful project outcomes.
- **Stakeholder Management**: Engage with internal and external stakeholders to ensure alignment of goals, expectations, and deliverables.
- **Trend Monitoring**: Stay up to date on the latest industry trends and AI advancements, and proactively integrate relevant technologies into the organization's strategies.
- **Data-Driven Decision Making**: Leverage analytics and data insights to assess project performance, drive continuous improvement, and inform strategy adjustments.
- **Team Leadership**: Lead and inspire cross-functional teams, ensuring collaboration, accountability, and the achievement of key objectives.

**Key Competencies**:

- Excellent analytical skills with the ability to leverage data for strategic decision-making.
- Demonstrated ability to manage multiple teams, foster collaboration, and pull the right people from across the organization to achieve goals.
- Proven experience in managing stakeholders at various levels of the organization.
- Up to date with the latest AI and technology trends, particularly those impacting customer experience and operational efficiency.
- Strong communication and leadership skills.

**Qualifications & Experience**
- Strong background in AI & BI tools (Essential)
- Matric Equivalent
- Microsoft Excel proficient
- Minimum 2 Years’ experience as Innovation Specialist/Change Manager/Specialist or similar
- Lean six sigma background (Advantageous)
- Proven experience in leading innovation projects or similar roles, ideally with a focus on customer and agent experiences.

**Job Types**: Full-time, Permanent

Work Location: In person

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