Service Adoption Specialist, SeniorZebra Technologies • George Town, Penang, Malaysia
Service Adoption Specialist, Senior
Zebra Technologies • George Town, Penang, Malaysia
3 days ago
Job descriptionDesign and deliver compelling digital content, including multimedia assets, to educate customers about digitalization tools. Lead internal and external marketing campaigns to position digitization as a value‑driven product. Partner with cross‑functional teams to map, analyze, and refine end‑to‑end customer processes related to digitization and automation. Identify customers’ pain points and recommend actionable solutions to enhance their digital experience. Collaborate with digital analysts to interpret customer feedback and prioritize improvements. Leverage VoC insights to guide enhancements that align with customer personas and preferences. Work with analytics teams to track performance metrics, focusing on channel shift and adoption trends. Provide data‑driven recommendations through detailed reporting to inform strategic decision‑making. Develop and facilitate training programs and webinars for internal teams and customers, highlighting the benefits and functionalities of digitization tools. Drive organizational awareness of digitization best practices and principles. Lead or support digitization‑focused projects, ensuring alignment with Zebra’s strategic objectives and timely execution. Identify opportunities to leverage AI to improve processes, and / or services. Collaborate with cross‑functional teams (DSO Team, Tech and Non‑Tech, Business Operations Teams) to define AI‑driven solutions. Support the communication of AI concepts, findings, and results to non‑technical stakeholders. Minimum Education : Bachelor’s degree. Minimum Work Experience : 5 years. Key Skills and Competencies : Previous Marketing and Communication background, with creative and digital design. Good understanding of Contact Center processes. Project / Campaign Management experience. Excellent organizational, writing, and communication skills. Passionate about Digitization best practices, principles, concepts, and technologies. Very high attention to detail. Ability to work across all functional organizations as well as levels in the organization.
Adoption and Digitization Specialist Senior
Overview
At Zebra, we are a community of innovators who come together to create new ways of working. United by curiosity and a culture of caring, we develop smart solutions that anticipate our customer’s and partner’s needs and solve their challenges.
Remote Work : Hybrid
The role blends remote work with in‑office collaboration to support Zebra’s strategic goals of increasing digitization and automation of its comprehensive online resources.
Responsibilities
Customer Engagement & Advocacy
- Promote and drive adoption of Zebra’s Support Portals through targeted engagement with internal teams and stakeholders.
- Foster interdepartmental collaboration to optimize business processes and deliver innovative, customer‑focused solutions.
- Serve as a champion for digitization, advocating its value through campaigns and initiatives.
Content Development & Campaign Leadership
Customer‑Centric Process Optimization
Voice of the Customer (VoC) Analysis
Performance Measurement & Reporting
Training & Awareness Initiatives
Project Management & Strategic Initiatives
AI Strategy and Integration
Qualifications
Important Note
To protect candidates from falling victim to online fraudulent activity involving fake job postings and employment offers, please be aware our recruiters will always connect with you via @zebra.com email accounts. Applications are only accepted through our applicant tracking system and only accept personal identifying information through that system. Our Talent Acquisition team will not ask for you to provide personal identifying information via e‑mail or outside of the system. If you are a victim of identity theft contact your local police department.
Location : Taman Pulau Pinang, Penang, Malaysia.
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Senior Specialist • George Town, Penang, Malaysia
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