Digital Insights & Analytics Manager

I am currently recruiting for a customer centric Digital Insights & Analytics Manager. This is an exciting 6 month contract opportunity working for a well known Telecoms company in Maidenhead, Berkshire.

Your role will be to find the right data, the right insight and greatest opportunities to make our customer experience amazing & you will understand how to translate this in to a business outcome (or KPI shift) - and importantly you will know how to get buy in to make the change happen. Sounds exciting!

As Digital Analytics Manager your role is to understand and drive the in-life performance of the website and app (e.g. Improving how customers self-serve using the capability available to them, and using help and support pages, checking bills/balance, topping up etc.).

What does the role involve

• Support partner relationship management for several tools including Adobe Analytics and DTM Tag Manager, Decibel Session Replay and Foresee.
• Tracks and reports on key KPI`s including in-life volumes for journeys such as top-up, Change Price Plan, Add-ons, etc; understanding and reporting on key Voice of Customer metrics such as NPS and Task Accomplishment, as well as reporting against number of customers using our digital platform
• Tracks and plays back on the success of in-life campaigns or ad-hoc trading initiatives, making recommendations to improve performance or customer experience.
• Identifying customer problems and translating them in to quantifiable benefits; fix ABC, and we can achieve XYZ against these measures
• Ensures the right information points are available by ensuring the correct page elements are firing
• Proactively identifying performance opportunities in funnel conversion or journey performance.
• Take data from multiple sources with complex variables and identify opportunities to improve key in-life KPI's and Customer experience

Skills & Experience Required:

• Essential experience
• • Expert user of Adobe Analytics
  • Adobe Dynamic Tag Manager (DTM)
  • Excel and MS Office applications
• Nice to have
  • BI/ Reporting tools such as: Tableau or Microstrategy
  • Customer Experience tools, for example Foresee, iPerceptions, Opinion Lab, Medallia
  • Session Replay and heatmap tools E.g. Decibel Insight or Clicktale etc.
  • Experience with Site Optimisation/ Testing; Maxymiser, Adobe Target or Optimizely
  • Basic level Scripting Language E.g. JavaScript, SQL
  • Supported insights for chatbot/AI solutions

If this role fits your experience and you would like to join an innovative and forward thinking company on a contract basis then please submit your CV on line!