Digital Customer Experience Job Description
Digital customer experience
provides support for project teams with various administrative tasks, such as transcribing content from websites into MS Word documents, comparing documentation to screenshots for content audits, etc.
Digital Customer Experience Duties & Responsibilities
To write an effective digital customer experience job description, begin by listing detailed duties, responsibilities and expectations. We have included digital customer experience job description templates that you can modify and use.
Sample responsibilities for this position include:
Develop and execute digital and sales strategies (phone service, sales, technical support, chat, secured messaging, and social media) to drive revenue growth, engagement, customer satisfaction and retention
Lead online banking and sales teams to expand customer value propositions through utilization of self service options, improved technical knowledge/support and resolution of customer issues/requests
Work closely with business clients and DCX Technical primes to write Systems Requirements based on approved Business Requirements
Work with business clients and Web Experience designers to Develop Use Cases
Participate in the review of web layout / presentation, ensuring that Use Cases and SRS are consistent with the presentation
Review and evaluates the vendor’s work deliverables (SDS), to ensure the System Requirements are met
Work with vendor(s) to elaborate on alternatives to satisfy the System Requirements
Partners with PM to manage Risk, Schedule, Quality and Change thru the project Life-cycle
Develop Test criteria and provides input to the Test Plans and Deployment Plan
Reviews and signs off on test cases
Digital Customer Experience Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Digital Customer Experience
List any licenses or certifications required by the position: PMI, PMP, CCXP, LEAN, CSM, PSM, CBAP
Education for Digital Customer Experience
Typically a job would require a certain level of education.
Employers hiring for the digital customer experience job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Master's Degree in Business, Marketing, MBA, Computer Science, Engineering, Communications, Education, Design, Technical, Management
Skills for Digital Customer Experience
Desired skills for digital customer experience include:
Digital marketing landscape
Excel
PowerPoint
MS Office
MS Visio
MS Word
Basic IT principles: Server Support / Database administration / Network / Security
Content Management solutions and portal platforms
JavaScript
Load balancers
Desired experience for digital customer experience includes:
SFT & Normalization Support to drive a zero project defect launch
Partner with vendors/Business to prime and resolve defects and participate as required in creation of Business Process documents
3-5 years of telecommunications experience in either a business analysis or technical capacity
Experience with complex web based or mobile app projects for business or consumer based retail or service companies
Strong technical skills on ideal ways to manage online experiences including requirement development and uat/qa skills
At least 5+ years' experience in Digital User experience design and management and related Digital technologies - ideally with a financial institution
Digital Customer Experience Examples
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Digital Customer Experience Job Description
Job Description Example
Our company is hiring for a digital customer experience. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for digital customer experience
- Define the user-centric design model and put that into practice in an enterprise environment
- Lead all product implementations in partnership with design agencies, technical teams and other Digital functional groups
- Prioritize projects across product teams vis-à-vis available resources
- Responsible for user experience and brand consistency across digital touchpoints
- Responsible for deploying user-centric functionalities to increase user experience and engagement
- Define the overarching roadmap and user experience of a our digital and omni-channel portfolio (web and mobile)
- Define vision of each product based on corporate objectives and industry best practices
- Define key product metrics per product to optimize customer experience and business impact
- Ensure state of the art QA methods are defined and applied
- Define, document and establish methods, processes and tools
Qualifications for digital customer experience
- Strong working knowledge of drivers of SDW Products and more broadly financial markets combined with an understanding of P&L's, probability analysis, risk and corporate governance
- Literate in technology including reasonable knowledge of API-driven distributed architectures, responsive design, mobile SDKs
- Flawless written and verbal communication
- You are experienced as a Business Analyst and, ideally, you’ve worked on consumer facing projects
- You have an incredible passion for Agile, you dream Lean and you know what TDD and BDD are all about
- Have a good understanding of all aspects related to digital products and their management from ideation to delivery (Website and Back office tools, impact on iOS and Android Apps)
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Digital Customer Experience Job Description
Job Description Example
Our company is growing rapidly and is looking for a digital customer experience. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for digital customer experience
- Conduct post-mortems on every initiative, develop and share a knowledge base of best practices and key learnings
- Expertise in Defining Digital solutions in line with business and technical landscape and requirements
- Ability to lead opportunities and customer proposals
- Deep knowledge and experience of Market leading CRM systems and Data Management Platforms
- Baseline assessment work to inform prioritization of transformation projects within and across BMSC (e.g., Cross-Channel Customer Journey Roadmap, Brand Health Studies, Evaluation of BMSC Disciplines)
- Growth strategies for the continent teams (e.g., Starwood Integration across multiple Disciplines, Continent 3-year plans, Digital Roadmap )
- Lead POCs using humanoid robots to deliver better customer experience starting with deploying one for icube to take on the role of receiving participants, register them for the events, brief them on the facilities and entertain them
- Baseline assessment work to inform prioritization of transformation projects within or across Disciplines teams and/or Continents (e.g., Cross-Channel Customer Journey Roadmap, Brand Health Studies, Evaluation of BMSC Disciplines)
- Organizational Infrastructure engagements to support the evolution of key teams that support organizational objectives
- You manage a team of product managers, marketing manager and site merchandisers responsible for optimizing the buying experience and the customer journey on the site
Qualifications for digital customer experience
- Proven experience across the full project lifecycle (from initiation through to benefits realisation) within both structured and agile project environments do
- You understand the incredible value of your work, we certainly do
- Willingness to travel extensively (up to 80%) to various countries worldwide and sometimes with short notice
- Bachelor's degree in Advertising, Communications or Marketing preferred
- Experience leading multi-disciplinary team of high-performing individuals
- 6 to10 years of experience in digital product owner roles with proven success
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Digital Customer Experience Job Description
Job Description Example
Our company is growing rapidly and is hiring for a digital customer experience. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for digital customer experience
- You will participate in the redefinition of the navigation and the structure of the pages in the different shops of the site to help optimize the conversion, you will propose scenarios and test them on the site
- You will help initiate projects to improve the user experience on the main levers of filters, search tools, site browse, mobile
- You will investigate thoroughly and in details the engagement of our customers, will set metrics to follow them, understand High Value Actions (HVAs) that are trigering more purchase, cross category and loyalty on the site and will make sure that these actions are implemented in the various stores and product families
- You will work closely with the European teams in order to influence and then apply the innovation plan of the technical teams and to help develop new functionalities
- You will also ensure catalog quality by regularly producing performance indicators, identifying sources of optimization and proposing improvement processes
- Cross-Functional Integration – Liaise with partners across TLS – including call center teams, operations, analytics teams, – to ensure a smooth end-to-end customer journey consistent with other TLS channels, partnering closely across internal card product and benefit leaders
- Use insight from a range of data sources, such as NPS, TrustPilot , to understand our customers, what’s working well and where the pain points are
- Support the Customer Experience Manager with reviewing and approving new initiatives to ensure everything iD delivers is considered and customer focused
- Line management of a team of digital UX/UI, visual designers and eCRM specialists
- Understands the overall customer strategy and optimize the omnichannel customer experience
Qualifications for digital customer experience
- Industry expertise in mobile, POS, retail or related fields an asset
- Demonstrated experience within an Agile/Scrum environment
- Mastery of Google Analytics and other web analytics platforms
- Strong understanding of web development, databases and technology in the broader sense
- Appreciation for web design, typography, user experience and cultural trends
- Ability to use contemporary design tools, such as Adobe CC, Sketch, Axure, Invision
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Digital Customer Experience Job Description
Job Description Example
Our growing company is looking for a digital customer experience. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for digital customer experience
- Understands the VOC and collaborates with all divisions to ensure customer centricity and an optimal digital journey, from acquisition to conversion to retention
- Conducts research to better understand the digital customer and its ecosystem, what the customer values and how to deliver a differentiated experience to the customer
- Acquires users through digital channels, by closely collaborating with each divisions to understand and help achieve their commercial goals
- Retains users, moving them through the conversion funnel, converting lapsed users into active users and creating stickiness with the user experience
- Oversees all digital campaign strategy, agency relationships and technical execution for acquisition and retention of digital customers
- Work with all divisions to establish metrics for tracking interaction with customers across all digital platforms and divisions
- Leads alignment of acquisition and retention tactics within omnichannel marketing campaigns, ensuring a coordinated plan across all touchpoints
- Tests new ways to reach users and pilots new programs to drive retention
- Support Ad hoc requests for Digital User Experience and Marketing teams by developing reports from data warehouses including Adobe Analytics, IBM Tealeaf/Overstat & Opinion Lab
- The designing and execution of multiple types of research and analysis (customer, financial, operational), stakeholder interviews, definition of customer and user personas
Qualifications for digital customer experience
- Managing the growth of multiple Ecommerce websites
- Work with teams across numerous time zones
- Proven track record consulting to business leaders and designing, developing, and implementing high impact team effectiveness and capability building solutions in large, complex organizations, using a variety of delivery methodologies
- Minimum of eight years of solid organization and team development work experience
- BS (or equivalent) in organization development, human resources, psychology, or related field required
- MS (or equivalent) in organizational development, human resources, psychology, or related field strongly preferred
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Digital Customer Experience Job Description
Job Description Example
Our growing company is searching for experienced candidates for the position of digital customer experience. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for digital customer experience
- Determination of use cases, related requirements and stories
- Assist with the design of transformational program roadmaps and related business cases
- Assist with the establishment of relationships within client organizations, regular client interaction, and effective project management
- Assist in developing and producing accurate and consistent evaluations that include written reports
- Assist with the presentation of findings and recommendations
- Act as the prime IT liaison with the marketing business units for all activities related to Digital Experience and Commerce applications
- Work with the respective portfolio within IT to oversee and prioritize Digital Experience requests and resolve business IT concerns
- Participate in the development/maintenance of a portfolio roadmap for Digital Experience and Commerce
- Oversees the successful implementation of selected digital optimization products (Adobe Analytics, DTM, Target, AEM)
- Actively manages vendor contract negotiations and ongoing relationships
Qualifications for digital customer experience
- Business level skills in English (company language)
- Overall understanding of the agricultural industry (or other related industries) and/or understanding for different sales distribution methods and structures (dealer network/market) is a plus
- Create Customer Experience and Digital Fluency strategies that align to the NAPC Customer, Employee & Digital Fluency vision
- Leverage data and facts to tackle and zero in on the root cause to drive improvement in Employee behaviours and our ability to deliver seamless, comfortable, Legendary experiences
- Provide a detailed roadmap with recommended actions for CE and Digital Fluency aimed at achieving LEI/CEI plan
- Leverage our data, experience and research to identify Employee behaviour irritants and build strategies and solutions to equip our frontline leaders to enforce cultural behavioural changes