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Analyst: Digital Customer Engagement

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The Customer Engagement team’s mission is to deepen engagement and drive incremental value for our high- potential Small Business Owner Card Members. The team focuses on inspiring spend among new Card Members as well as re-engaging tenured and at-risk Card Members. This is an exciting opportunity to transform the early engagement customer experience through leveraging digital touch points to drive measurable revenue growth for our clients.

The analyst will help the Senior Manager play a lead role in transforming and enhancing the customer experience and marketing treatments for Card Members from the point of online activation up until their first 15 months of tenure, as well as for tenured Card Members who are activating new plastic. This individual will work closely with many cross-functional partners, including Product Management, Technologies, and Creative Agencies.

Key Responsibilities:
• Execute test and learn emails that will integrate new digital touch points with dialogue channels in order to inspire and enable high levels of spending for new customers. Work with customer marketing capabilities team and email deployment team to ensure end to end flawless execution.
• Execute enhancements to the Online Activation/Account Registration experience in order to enable a seamless on-boarding experience and increase digital engagement.
• Reporting: Analyze email and online activation data to assess performance in these channels and compile customer insights to be leveraged to enhance digital early engagement strategy.
• Conduct external competitive research and benchmarking that will drive the ideation and support of new transformation initiatives.
• Additional projects and responsibilities, as needed.

Required Skills/Qualifications:
• 1-3 years of relevant work experience
• Bachelor degree required, business or marketing preferred
• Superior attention to detail to ensure end to end flawless execution. Meridian/Nexus expert.
• Very organized with proven ability to independently manage multiple projects in a fast-paced environment
• Exceptional analytical skills with the ability to derive insights and identify opportunities from large quantities of complex data. Proficient in Excel and Omniture.
• Strong verbal and written communication skills
• Very focused on the customer and client; excited and passionate about creating great experiences

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