Upload CV

Digital Customer Journey Manager

Digital Marketing

Berkshire Permanent £65000 - £75000 per annum + C/A and Bonus

Digital Customer Journey Manager – M4 corridor – £70-75K plus C/A and Bonus

THE COMPANY

My client is one of the leaders within the global consumer service industry. With a matrix organisation and many brands from technology to energy sitting under their remit; they are now looking to hire Digital Customer Experience Managers (AKA Digital Self Service Advocates).

THE ROLE

As Digital Customer Experience Manager, you will be responsible for managing, developing and growing the use of the self-service journeys across the brands digital portfolio, including website, mobile and chat. You will be responsible for making each self-service journey an effortless experience resulting in maximum journey conversation. Developing future digital capabilities to drive improvements across these journeys to ensure digital targets are met and customer satisfaction scores are improved.

Main Job Responsibilities:

  • Create a safe environment with the aim of achieving a zero-incident work space and ensuring that teams take responsibility for themselves and each other
  • Deliver on the agreed plan and call deflection / reduction numbers across the Services product experience
  • Work closely with IS, managing and directing scrum teams to develop onsite experience and future digital capability and propositions for new and existing journeys
  • Work with the other product managers within digital operations, encouraging innovation and the identification of industry best practice to create market leading, customer-centred journeys and experiences
  • Manage a step change in our digital customer experience through the creation of new and enhanced online journeys ensuring we optimise journey conversion and deliver best, simplest and easiest journey experience.
  • To work with the Digital analytics and onsite optimisation team to define and run continuous improvement for all self-service journeys initiatives.
  • To undertake self-serve small change requirements gathering and the writing of user stories for each activity in order to agree a plan of action with the IS agile scrum team
  • Ensure self-serve journeys deliver to best practice user experience and are in line with brand experience
  • To work with other Digital teams to build mobile optimised user experiences for all self-serve journeys
  • Collaborate with colleagues and external stakeholders to achieve the required outcomes
  • Report on progress, presenting clear, timely and justifiable conclusions and recommendations for action where decisions are needed
  • Manage issues, and regularly review risks, escalating where relevant
  • To assess, manage and deliver digital projects that impact self-serve journeys
  • To improve website NPS for energy online journeys to target levels
  • Managing the self-serve online journeys for customers
  • All initiatives should deliveragainstdefinedKPIs and align to one of our core objectives of:
    • Self-serve transactions / interactions
    • Website NPS and customer satisfaction
    • Journey conversion
    • Contact Centre reduction.

Please ONLY apply if you possess the following:

  • A proven track record (at least 5 years) in optimising customer online experiences and driving online conversion and high customer satisfaction
  • Experience in working with multi-variant testing & behavioural targeting tools
  • Strong experience within a consumer service industry focused environment (e.g. Telco, Utilities, Banking etc.
  • Track record of successfully working in a digital environment. This should include experience of online usability & SEO
  • Strong technical web / digital skills and the ability to confidently manage IS teams to ensure the business gets the best out of the relationship
  • Customer online experience optimisation and driving online conversion and high customer satisfaction. Strong practical understanding of the tools, options and opportunities available
  • Multi-variant testing & behavioural targeting tools
  • Awareness of Customer Centred Design and its application
  • Awareness of the Agile delivery model and its application
  • A strong and up to date technical understanding of digital technologies and their applications, especially online usability & SEO
  • Ability to lead and manage virtual and remote Agile teams
  • Strong team player with excellent communication and interpersonal skills
  • Ability to confidently manage multiple stakeholders and negotiate differences of opinion to provide best customer experience and business outcomes
  • A self-starter with the ability to manage own workload

To apply for the Digital Journey Manager position, please click the ‘Apply’ button or email lizzie.harding@welovesalt.com

Job Reference: LXH-1703-120375

Salary: £65000 - £75000 per annum + C/A and Bonus

Salary per: Annum

Job Duration:

Job Start Date: ASAP

Apply Now

Here are some related jobs

Digital Marketing

Email Marketing Consultant

Role: Email Building Specialist Location: Central London Duration: 8 weeks Day rate: Up to £220 Start date: ASAP A simple ad, Looking for an Immediately Available Email Marketing Consultant. The…

£0.00 - £220.00 per day
Digital Marketing

Digital Marketing Executive

Digital Marketing Executive £30K, Start up My client, an innovative technology start up business is seeking a talented Digital Marketing Executive to join their team. This is brand new role…

£25000 - £30000 per annum
Digital Marketing

Search Specialist – Boutique creative brand – up to £35K

Search Specialist - up to £35K + package London My client is an exciting and dynamic boutique company in the creative industry. They are a small but friendly team where…

£32000.00 - £35000.00 per annum + benefits
×
UK

Upload your CV

Upload your CV and one of our consultants will be in touch with you as soon as possible.






Please let us know where you are, or where you would like to be in the world so we can point you in the right direction.



Cookie Consent×

Salt uses cookies to improve the user experience of our site. Cookies allow you to have a more enhanced journey through the site when searching for a specific job or location. They also allow for social sharing through Facebook, Twitter and LinkedIn. Whose doesn’t like cookies? Unfortunately it’s not those kind of cookies we are referring to but they are there to help us understand how our site is being used and give you a better service. You can find out more about how Salt uses cookies here. By continuing to use the Salt site you are consenting to use our cookies.

OK