Digital Transformation Strategist

1 week ago


Copenhagen, Copenhagen, Denmark WSAudiology Full time

We are seeking a highly skilled Digital Transformation Strategist to join our Service Excellence team. This role is responsible for developing and implementing governance frameworks and training programs to improve service operations, digital tool adoption, and customer experience.

Key Responsibilities
  • Develop and implement governance frameworks to establish standardized service practices and process improvements
  • Define and track key service performance metrics (KPIs) related to customer satisfaction, operational efficiency, and digital engagement
  • Act as a strategic partner to business leaders, aligning service operations with WSA's broader transformation objectives

Training and Capability Building

  • Design and deliver training programs focused on service excellence, use of digital tools, and workflow optimization
  • Work with service teams to optimize workflows and use technology to improve customer interactions
  • Analyze data and service trends to continuously improve training effectiveness and governance strategies

Digital Transformation and Adoption

  • Drive the adoption of digital solutions, including AI-assisted support, knowledge management platforms, e-commerce integration, and automation tools
  • Support the rollout of new digital service initiatives, such as OneXP and self-service platforms, ensuring seamless implementation and user adoption


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