Digital Experience Manager (Contract)

My client, a leading digital agency, is looking for an experienced Digital & Customer experience specialist who can work on-site and be a subject expert with their client.

Duration: 3-6 Months

Rate: £250-350 a day DOE

Start: February 2018

Location: Mansfield

My client has a requirement on digital capability in the business, to allow them to be more effective when delivering significantly more digital change than they ever have. They need to drive plans that are both expedient and controlled, and have a robust digital infrastructure which can support the drive to digital.

This role holder’s main job purposes:

(i) Managing a portfolio of projects initiated by the business which have digital customer experience requirements.

(ii) Create best-in-class digital experiences, oversee their delivery and demonstrate the value to our customers and the business, working collaboratively with the digital delivery team, business product owners and IT.

Deliver and maintain best in class online customer experience:

• Work closely with the non-digital Customer Experience teams in order to understand the key customer journeys in detail and to help shape them into best in class multi-channel customer experiences.
• Challenge the status quo in a non-digital environment.
• Create compelling digital journeys for our customers.
• Ensure that consistency is maintained across journeys and digital channels.
• Identify how digital solutions can enhance customer interactions with the brand.
• Quantify and demonstrate the commercial benefits of digitising our customer journeys using analytics and insight.
• Manage stakeholders with competing objectives, negotiate with senior leaders and represent the Digital projects at Programme Boards.
• Work with third party agencies and internal delivery teams to create a leading user experience that increases NPS and customer satisfaction
• Work collaboratively to translate the high level vision and strategy into a cohesive, digital customer experience.
• Work collaboratively to facilitate Usability testing of designs and journeys to ensure the desired experience vision and benefits can be realised.

If keen to apply, email CV to tbradley@welovesalt.com.