Service Adoption Specialist, Senior

The Adoption and Digitization Specialist Senior will play a pivotal role in supporting Zebra's strategic goals of increasing the digitization and automation of its comprehensive online resources. Working closely with the Adoption Manager and the Adoption Advisor, driving digital transformation and empowering customers through innovative self-service tools. This pivotal role focuses on enhancing customer adoption, satisfaction, and awareness of Zebra's self-service digital tools.

Collaborating closely with internal teams and stakeholders, you will build and maintain strong customer relationships, gather actionable feedback, and identify opportunities to elevate our digital services. As a champion of digitization, you will play a key role in creating seamless, efficient, and customer-centric digital experiences.  If you thrive in a fast-paced, collaborative environment and have a passion for leveraging technology to drive innovation, this is the role for you.

Responsibilities

Customer Engagement & Advocacy

• Promote and drive adoption of Zebra's Support Portals through targeted engagement with internal teams and stakeholders.
• Foster interdepartmental collaboration to optimize business processes and deliver innovative, customer-focused solutions.
• Serve as a champion for digitization, advocating its value through campaigns and initiatives.

Content Development & Campaign Leadership

• Design and deliver compelling digital content, including multimedia assets, to educate customers about digitalization tools.
• Lead internal and external marketing campaigns to position digitization as a value-driven product.

Customer-Centric Process Optimization

• Partner with cross-functional teams to map, analyze, and refine end-to-end customer processes related to digitization and automation.
• Identify customers' pain points and recommend actionable solutions to enhance their digital experience.

Voice of the Customer (VoC) Analysis

• Collaborate with digital analysts to interpret customer feedback and prioritize improvements.
• Leverage VoC insights to guide enhancements that align with customer personas and preferences.

Performance Measurement & Reporting

• Work with analytics teams to track performance metrics, focusing on channel shift and adoption trends.
• Provide data-driven recommendations through detailed reporting to inform strategic decision-making.

Training & Awareness Initiatives

• Develop and facilitate training programs and webinars for internal teams and customers, highlighting the benefits and functionalities of digitization tools.
• Drive organizational awareness of digitization best practices and principles.

Project Management & Strategic Initiatives

• Lead or support digitization-focused projects, ensuring alignment with Zebra's strategic objectives and timely execution.

AI Strategy and Integration:

• Identify opportunities to leverage AI to improve processes, and/or services.
• Collaborate with cross-functional teams (DSO Team, Tech and Non-Tech, Business Operations Teams) to define AI-driven solutions.
• Support the communication of AI concepts, findings, and results to non-technical stakeholders.

Qualifications

• Minimum Education:

o Bachelor's degree

• Minimum Work Experience (years):

o 5 years

• Key Skills and Competencies:

o Previous Marketing and Communication background, with creative and digital design

would be a benefit

o Good understanding of Contact Center processes

o Project / Campaign Management experience

o Excellent organizational, writing, and communication skills

o Passionate about Digitization best practices, principles, concepts, and technologies

o Very high attention to detail

o Ability to work across all functional organizations as well as levels in the organization