Job Summary

The B2B Self-Service Platform Specialist will play a critical role in shaping and leading to the development and enhancement of True Corporation's B2B self-service platforms, empowering both SME and Enterprise customers to independently manage their transactions. This position will drive the digital transformation of the customer journey by designing seamless, end-to-end experiences that prioritize efficiency, ease of use, and self-sufficiency. The role is pivotal in reducing reliance on physical channels and call centers, contributing to a shift towards a digital-first, self-service model that enhances overall customer satisfaction and supports business growth.

Job Responsibilities* Platform Management & Optimization Lead the strategy, development, and management of the B2B self-service platform to ensure it meets the needs of both SME and Enterprise clients. Continuously monitor and optimize platform performance, focusing on uptime, reliability, and user satisfaction. Implement new features and enhancements to improve user experience, leveraging data-driven insights and customer feedback. Customer Experience & Journey Design Work closely with stakeholders to design and refine digital journeys that empower customers to self-manage their services, including checking balances, purchasing packages, managing accounts, and tracking transactions. Ensure the platform delivers an intuitive, user-friendly experience, integrating the latest UX/UI best practices to enhance ease of use. Digital Transformation Leadership Drive the organization's digital transformation efforts by transitioning B2B customer services from traditional to digital-first and self-service solutions. Identify and integrate innovative technologies and processes that enhance the self-service experience and align with business objectives. Cross-functional Collaboration Collaborate with product, IT, and marketing teams to ensure platform alignment with broader business goals and customer needs. Work with customer service teams to ensure seamless integration of the self-service platform with other customer support channels. Data Analysis & Reporting Analyze platform usage data and customer behavior to identify trends, improve customer journey, and optimize platform features. Develop regular reports on KPIs such as platform usage, customer engagement, transaction success rates, and customer satisfaction.

Qualifications