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NTT DATA Logo NTT DATA · IT - Administration

Digital Transformation Enablement Specialist

South Africa, Cape Town · Job Posted May 28, 2026
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Job Description

The Digital Transformation Enablement Specialist is responsible for assessment, readiness evaluation, strategic transformation, and tactical execution of digital technologies to improve employee and customer experiences, operational efficiency, and productivity. This role will drive Customer Experience (CX) improvement across the service lifecycle by implementing modern tools and practices for knowledge management, omnichannel engagement, service quality monitoring, and data-driven insights (dashboards, reports, and VOC analytics). The specialist collaborates closely with Service Delivery, IT Operational teams, and business stakeholders to ensure digital initiatives translate into measurable CX outcomes. The Digital Transformation Enablement Specialist monitors competitive trends, understands consumer/client needs and applies trends and changes in digital transformation supporting a broad range of stakeholders.

Job Responsibility

  • Creates adoption plans for new digital technologies
  • Drives optimization and lowers the cost of services through centralization, digitalization and optimization
  • Works closely with cross-functional teams
  • Drive change management strategies for Technology and AI and Automation adoption
  • Provides ongoing support to users
  • Foster a culture of quality improvement using employee and customer survey feedback
  • Leverages data to measure the effectiveness of digital transformation initiatives
  • Tracks and reports on the progress of digital transformation initiatives
  • Drives innovation by researching and investigating emerging technologies
  • Stays updated with emerging digital trends
  • Drives Customer Experience (CX) improvement through knowledge management
  • Build and maintain dashboards and reports for leadership
  • Oversee CX metrics, service quality, and knowledge management
  • Lead end-to-end optimization and automation of business and IT processes
  • Achieve measurable cost savings and efficiency gains

Requirements

  • Bachelor's degree or equivalent in Information Technology, Business, or a related field
  • Hands-on experience leading optimization and automation of business/IT processes with measurable outcomes
  • Experience building CX dashboards/reports, managing knowledge bases, and improving service quality metrics
  • Proven experience in a similar role within a global Information Technology organization
  • Proven experience in facilitating digital transformation initiatives, technology adoption, or change management within an Information Technology environment

Nice to have

  • Certifications in relevant areas, such as Project Management Professional (PMP) or Certified Digital Transformation Professional (CDTP), are advantageous
  • ITIL Foundation (minimum) or higher preferred
  • SIAM – Service Integration and Management Foundation would be advantageous
  • CX-related certification (e.g., CCXP) or training in customer journey mapping, service design, or VOC analytics is advantageous
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