Specialist, Engagement Services and Digital Transformation

This is a temporary role of 6 month duration.

Please Note: This role requires the ability to work on site 3 days per week per company policy.

The World Economic Forum, committed to improving the state of the world, is the international organization for public-private cooperation.

The Forum engages the foremost political, business and other leaders of society to shape global, regional and industry agendas.

Why we are recruiting

The World Economic Forum Business Strategy and Partner Services team is a central unit supporting the engagement journey of over 850 global and regional organizations across industries. We are seeking a highly skilled and experienced specialist to drive digital transformation of the Partner Services and Support journey and improve the quality, consistency, and overall effectiveness of Partner engagement. The specialist will report into the Head of Engagement Services and Digital Transformation.

In this position, you will:

Operations Management:

• Hold daily meetings with support team to prioritize goals and tackle obstacles.
• Follow up on open cases, seeking solutions, escalating when necessary and performing case reviews.
• Document and communicate the operating model clearly across teams.
• Keep an accurate knowledge base to enable independent query resolution by the support team.
• Proactively enhance operations to drive efficiency and high user satisfaction.
• In challenging situations, address requests and work to restore normal operations.

Transformation and Automation:

• Drive enhancements to the Help Centre working with the Salesforce development team.
• Train L1 and L2 staff on new procedures.
• Communicate changes effectively to internal and external users to encourage adoption.
• Identify and address issues within the digital experience, driving timely solutions.
• Propose ideas for increased automation, efficiency, and self-service options.

The successful candidate will be evaluated on the following criteria:

• Service Coordination and Metrics:
  • Monitoring service metrics (e.g. SLA case resolution rates, direct partner queries).
  • Improvement of partner experience and satisfaction.
• Digital Transformation and Self-Service:
  • Adoption of a digital-first mindset and support for self-service initiatives.
• Collaboration, Communication, and Leadership:
  • Strong collaboration with internal teams and stakeholders.
  • Proactive communication of progress and recommendations.
  • Demonstration of autonomy, leadership, and accountability.

Preferred requirements and experience:

• Master’s degree in relevant subject (e.g. Business, Economics, Technology).
• 3+ years of experience in Customer Service or related.
• Problem-solver; navigating ambiguity and complexity and delivering measurable results on time.
• Critical thinking and work collaboratively in a team.
• Customer service and communication skills, with the ability to confidently provide progress updates and manage expectations.
• Experience in Salesforce Case Management/Experience Cloud/Digital Help Centre/Automated agents/chatbots, MS Office applications and methodologies/frameworks (e.g., Agile, Lean).
• Ability to derive data-driven insights.

Why work at the Forum:

The Forum believes that progress happens by bringing together people from all walks of life who have the drive and the influence to improve the state of the world by building awareness and cooperation, shaping mindsets and agendas, and driving collective action. Join us and become a driver for positive change!