Dedicated and forward-thinking professional pursuing opportunities in digital transformation and customer experience (CX). Eager to apply a strategic blend of technological expertise and customer-centric focus to drive seamless digital transformations. Ai
Hello there! I'm Fahad Butt, a passionate Digital Transformation Manager based in Islamabad with a love for Strategic Thinking, Data Analysis and Digital Literacy. I thrive on pushing boundaries and embracing innovation.
01 Jan 2024 - Currently Working 11 Months
Jazz . Permanent
Description: Manager Digital Transformation Customer Experience Management at Jazz (Leading mobile operator and digital company), Islamabad • Oversee the Digital Transformation within Customer Experience, implementing a vision that empowers customers' ambitions through technology, transitions to a recurring revenue business model, and yields profitable growth. This involves enhancing operational efficiencies, customer support, customer success, product adoption, and renewals • Leading a team of 4 to provide end-to-end digital vertical propositions and enable, Innovation, New Revenue Streams, Integration of Emerging Technologies, Digital Marketing, Cultivate and sustain partnerships with vendor, engage in contract negotiations, oversee performance management, and uphold quality standards • Enhancing Jazz digital channels for increased acquisition, engagement, and revenue optimization (Jazz WhatsApp Self Service, Jazz IVRS, RPA, USSDs & Robo Calls) • Mastery in scrutinizing customer data and feedback to recognize trends, extract meaningful insights and pinpoint opportunities for enhancement • Developed and executed comprehensive upsell strategies, to increase in overall revenue • Collaborate with teams spanning various functions to formulate and execute business plans • Create and uphold project plans, budgets, and schedules • Analyzing global digital trends to adapt and enhance product offerings based on evolving consumer behavior • Forge partnerships to optimize customer experience journey, operationalize success, deliver ROI, and create community of customer advocates for maximum lifetime value • Conducting UATs and A/B testing to improve user engagement and content • Analytics to monitor customer feedback (CSAT) through Outbound call surveys and Robo Calls
Bachelor of Commerce and Information Technology - Commerce
Superior Group of Colleges, Lahore
MBA - Business Administration (MBA)
NCBA&E
Speaking: Advanced | Listening: Advanced | Reading: Advanced | Writing: Advanced
