Digital Journey Manager

An exciting new opportunity for a Digital Journey Senior Manager with a well-known UK Telecoms company. The digital experience team are going through a period of transition which has led to increased workloads and a wider range of differing customers journeys than ever before. The first role is a 9 month mat cover and the second is a 6 month contract which is an additional head (both of which could be extended).

The role will be reporting into the Digital Journey Senior Manager, who sits within the wider Digital Experience team headed up by Jamie Barker. The Digital Journey Specialist will be responsible to support a best in class digital experience by taking responsibility for having an in depth understanding of how our consumer customers interact and behave.

This will involve communicating journey recommendations to influence a wide range of stakeholders, ensuring that evidence and insight is used to back up decisions. Furthermore they will also continuously evaluates the digital channel for points of improvement, growth, or experience and work closely with the Customer Experience Design team to ensure consistency of application of journey across the digital estate.

Looking for people who have experience of data analysis to understand customer/consumer pain points when it comes to customer experience. They will need to experience of understanding customer feedback/customer journeys related to multichannel i.e. contact centre, retail, digital.

Background:

• Demonstrated experience in customer experience and research.
• Comfortable with Decibel the digital experience analytics solution.
• Well versed in Adobe analytics.
• Has experience with internal stake holder management.
• Experience uncovering content for and then building customer journey maps, experience mapping, or process mapping.
• Experience with cross channel experience (contact centre and digital).
• Experience using qualitative research, experience as a practitioner or in working closely with this discipline.
• Experience using data analysis and metrics to drive decisions.

Nice to have

• Telecoms experience is simply a nice to have, not an essential.

Project People is acting as an Employment Business in relation to this vacancy.