Director Omnichannel Integration & Orchestration

<p><b>Band</b></p>Level 6<p><br/> </p><p><b>Job Description Summary</b></p>Are you passionate about creating seamless customer experiences across multiple channels? <br/><br/>We are looking for a dynamic and innovative Omnichannel Strategy Leader to join our team. In this role, you will be at the forefront of optimizing our channel use by implementing a cohesive and strategic approach. You will guide and inspire teams on the best practices for timing and methods to utilize each channel, ultimately driving higher engagement and customer satisfaction.<p><br/> </p><p><b>Job Description</b></p><p><b><span>Please present your application latest by April 24, 2025 EOB.</span></b></p><p></p><p><b><span>Major Accountabilities:</span></b><span>​</span></p><ul><li><p><b><span>Omnichannel Strategy Alignment:</span></b><span><span> Ensure that all technology, platforms, and integrations chosen for customer-facing channels are aligned with the company’s overall customer </span></span><span><span>engagement and business strategies.</span></span><span>​</span></p></li><li><p><b><span>Platforms Evaluation and Selection:</span></b><span><span> Work cross-functionally with IT, marketing, product, and customer experience teams to evaluate and select platforms and tools that will enhance </span></span><span><span>the omnichannel customer experience and drive long-term business value.</span></span><span>​</span></p></li><li><p><b><span>Customer-Centric Approach:</span></b><span><span> Prioritize customer needs and preferences when evaluating platforms and technologies, ensuring that the chosen solutions enable consistent, </span></span><span><span>personalized, and seamless interactions across all channels.</span></span><span>​</span></p></li><li><p><b><span>Vendor Management:</span></b><span><span> Research and evaluate potential vendors, ensuring that the technology stacks and integration solutions they offer are scalable, secure, and fit for purpose in </span></span><span><span>delivering the required omnichannel capabilities.</span></span><span>​</span></p></li><li><p><b><span>Integration Design &amp; Execution:</span></b><span><span> Oversee the technical integration of platforms across multiple touchpoints (e.g., web, F2F, media, automation) ensuring smooth, interoperable </span></span><span><span>channels that create a cohesive user experience.</span></span><span>​</span></p></li><li><p><b><span>Stakeholder Collaboration:</span></b><span><span> Act as the liaison between the business, IT, and external partners, ensuring alignment on both strategic goals and technical implementation. Facilitate </span></span><span><span>discussions to ensure that all parties understand the value of proposed solutions in relation to customer experience.</span></span><span>​</span></p></li><li><p><b><span>Continuous Improvement:</span></b><span><span> Monitor the performance of integrated systems and platforms, identifying areas for optimization and recommending improvements to stay ahead of customer </span></span><span><span>expectations and market trends.</span></span><span>​</span></p></li><li><p><b><span>Change Management &amp; Training:</span></b><span><span> Lead efforts to educate internal teams on new technologies and processes, ensuring effective adoption of new systems across the organization.</span></span><span>​</span></p></li></ul><p></p><p><b><span>Essential Requirements:</span></b><span>​</span></p><ul><li><p><b><span>Experience:</span></b><span>​</span></p></li><li><p><span><span>5+ years of experience in omnichannel integration, digital transformation, or related roles, with a strong background in customer experience and technology implementation.</span></span><span>​</span></p></li><li><p><span><span>Proven track record of successfully integrating multiple systems across different customer touchpoints.</span></span><span>​</span></p></li><li><p><b><span>Skills:</span></b><span>​</span></p></li><li><p><span><span>Strong understanding of customer engagement platforms, CRM systems, and omnichannel technologies.</span></span><span>​</span></p></li><li><p><span><span>Ability to evaluate and recommend technology solutions based on strategic business objectives and customer needs.</span></span><span>​</span></p></li><li><p><span><span>Solid project management skills with the ability to prioritize and manage multiple integrations simultaneously.</span></span><span>​</span></p></li><li><p><span><span>Strong communication and interpersonal skills with the ability to influence cross-functional teams and stakeholders.</span></span><span>​</span></p></li><li><p><b><span>Education:</span></b><span><span> Bachelor’s degree in Information Technology, Business Administration, or related field. Master’s degree or certifications in digital transformation or customer experience a </span></span><span><span>plus.</span></span><span>​</span></p></li><li><p><b><span>Technical Proficiency:</span></b><span><span> Familiarity with API integration, da