These job descriptions are examples. Looking for work?

Find JobsFind Jobs

Digital Customer Engagment Manager

0 people like this description

This is an exciting opportunity to join the Global Digital Customer Engagement Team (DCE) as a Digital Manager. The main responsibilities will include the management and delivery of key projects forming the strategy, vision and direction for the digital channel into the various Global Businesses as well as providing advice and consultation to meet stakeholders needs in line with this digital strategy. There will also be responsibility for planning, managing and providing clear direction to drive direct customer experience improvements and the overall vision related to specific Channels, Propositions and Programs. Analysis and understanding existing and/or produced customer insights and research, and evaluation of how the channel experience can be best tailored in order to design future customer experience visions for assigned channels is a key focus of the role. This role also requires a clear understanding of customer segments within each global business, derived through customer based research. The ultimate goal is to create compelling customer experience visions and plan and manage on behalf of the customer, through conventional methods as well as seeking continuous improvements. This role plays a key part in the digital vision and delivering large strategic programmes in line with the vision.

Key accountabilities

• Manage and deliver key projects which form part of the overall strategic customer vision for the appropriate global business and/or Channel
• Embed measurement, analytics and optimisation in all aspects of digital delivery
• Manage the business relationship between DCE and the appropriate global business stakeholders
• Deliver project according to defined standards and where applicable define and maintain the evolution of Group digital standards & guidelines on an ongoing basis. Act as a point of reference on the Group Digital standards.

Customers / Stakeholders

• Seek and introduce best practices of development standards, concerning effectiveness, efficiency, security, and other key customer experience factors as part of ongoing project delivery
• Articulate business value of technology and customer-centric improvements to internal and external partners as a part of project management and delivery
• Define and develop process and delivery of customer research based visions (proofs of concept) and implementation standards
• Pursue proactive research and development by working with stakeholders to test-and-learn new ways of interacting with customers through technology

These job descriptions are examples. Looking for work?

Find JobsFind Jobs