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Service Adoption Specialist, SeniorZebra Technologies (M) Sdn Bhd • Bayan Lepas, Penang, Malaysia
Service Adoption Specialist, Senior
Zebra Technologies (M) Sdn Bhd • Bayan Lepas, Penang, Malaysia
1 hari lalu
Penerangan pekerjaanFoster 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 Lead internal and external marketing campaigns to position digitization as a value‑driven product. Customer‑Centric Process Optimization Identify customers’ pain points and recommend actionable solutions to enhance their digital experience. Voice of the Customer (VoC) Analysis Leverage VoC insights to guide enhancements that align with customer personas and preferences. Performance Measurement & Reporting Provide data‑driven recommendations through detailed reporting to inform strategic decision‑making. Training & Awareness Initiatives Drive organizational awareness of digitization best practices and principles. Project Management & Strategic Initiatives AI Strategy and Integration 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 (years) : 5 years Key Skills and Competencies : Previous Marketing and Communication background, with creative and digital design would be a benefit; 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.
Overview
The Adoption and Digitization Specialist Senior will play a pivotal role in supporting Zebra’s strategic goals of increasing the digitization and automation of its comprehensive online resources. Working closely with the Adoption Manager and the Adoption Advisor, you will drive digital transformation and empower customers through innovative self‑service tools. This pivotal role focuses on enhancing customer adoption, satisfaction, and awareness of Zebra’s self‑service digital tools. By collaborating closely with internal teams and stakeholders, you will build and maintain strong customer relationships, gather actionable feedback, and identify opportunities to elevate our digital services. As a champion of digitization, you will create seamless, efficient, and customer‑centric digital experiences in a fast‑paced, collaborative environment.
Responsibilities
- Customer Engagement & Advocacy
Promote and drive adoption of Zebra’s Support Portals through targeted engagement with internal teams and stakeholders.
Design and deliver compelling digital content, including multimedia assets, to educate customers about digitalization tools.
Partner with cross‑functional teams to map, analyze, and refine end‑to‑end customer processes related to digitization and automation.
Collaborate with digital analysts to interpret customer feedback and prioritize improvements.
Work with analytics teams to track performance metrics, focusing on channel shift and adoption trends.
Develop and facilitate training programs and webinars for internal teams and customers, highlighting the benefits and functionalities of digitization tools.
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.
Qualifications
At Zebra, we’re reinventing how businesses operate at the enterprise edge - helping them run faster, smarter, and more connected than ever before.
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