Senior Manager, CX Digital Enablement

As the Sr. Manager – CX Digital Enablement you play a critical role in advancing the Company's digital transformation and customer success efforts by leading customer onboarding and adoption on digital channels, automation, and self-service initiatives. In this role you are responsible for delivering seamless digital onboarding, advancing customer portal adoption, and identifying opportunities to automate customer-facing processes, particularly in onboarding, support, and order management. You will collaborate cross-functionally with Customer Experience, IT, Operations, and Sales to scale digital tools, streamline workflows, and reduce cost-to-serve while improving customer satisfaction and retention.

Essential Duties and Responsibilities:

Digital Onboarding & Customer Adoption

• Develop and manage digital enablement plans to ensure successful onboarding and adoption of digital self-service channels.
• Design and optimize onboarding workflows that accelerate time-to-value and minimize manual intervention.
• Drive increased adoption of digital self-service through customer education, portal enhancements, and proactive engagement.
• Monitor digital portal performance and user feedback to identify improvement areas and collaborate with IT to lead implementation efforts.

Automation & Service Optimization

• Identify and prioritize automation opportunities across onboarding, customer service, and order management processes.
• Evaluate, implement, and scale digital tools and integrations (e.g., EDI, Conexiom) to increase operational efficiency.
• Be the Voice of Customer Experience in ERP implementation and development, ensuring the appropriate workflows are created making it easier for the customers and internal teams to adopt to changes (ERP implementation etc.)
• Collaborate with IT to ensure seamless implementation of automation and system integrations that enhance customer journey.
• Standardize best practices for automated communication, data capture, and issue resolution within customer-facing systems.

CX Digital Strategy & Continuous Improvement

• Define and track digital enablement KPIs such as portal engagement, onboarding time, automation adoption, and cost-to-serve.
• Use customer segmentation as tool to develop digital self-service strategies, aligning with broader organization goals.
• Use data and analytics to continuously evaluate performance, identify trends, and guide strategy.
• Lead pilot programs for new technologies and automation tools, managing rollout and adoption strategies.
• Promote a culture of digital innovation and continuous improvement across all customer touchpoints.
• Additional duties as assigned.

Key Success Criteria:

• Timely, streamlined onboarding on customer portal aligned with customer segmentation and account complexity.
• Increase in customer portal usage, digital self-service, and adoption of automation.
• Measurable cost reductions in onboarding and customer service processes.
• Strong cross-functional alignment and execution of digital strategies.
• Improved customer satisfaction and retention through better digital experiences.

Requirements:
Education and Experience: