Website and Digital Content Specialist

4 weeks ago


United Kingdom Three Full time

Three UK is a big network for the little or life-changing connections that make life richer. Our brand embodies the strength of our network and how we can provide better connectivity every day for every customer.
Three UK was founded in 2003 to challenge the mobile industry, and now covers 99% of the UK outdoor population with its combined 3G and 4G network and carries 28% of mobile data traffic in the country (Enders Analysis). Three has more spectrum exclusively dedicated to 5G than any other UK mobile network, meaning our customers will benefit from an outstanding experience when using the next generation of mobile technology.
The Digital Content Specialist will be responsible to support a best in class digital experience by taking responsibility for having an in depth understanding of how customers interact with and behave. This role is accountable for being the defacto expert on Digital Content across the business and will have an in-depth understanding of all aspects of the Digital Journey
Be the advocate for standardised approach to digital journey mapping and align with the CX team
Design all new Digital Journeys regardless of their organisation
Maintain a repository of journeys which shows how our online estate works from the perspective of the customer and evaluate both the emotional and task-based response
Continuously evaluates the digital channel for points of improvement, growth, or experience
Is a key member of the digital emergency response team, proactively identifying potential points of failure that could results in loss of sales or experience
Reports to the business on all aspects of the Digital Journey
Work closely with the Customer Experience Design team to ensure consistency of application of journey across the digital estate
Work with the care team in enhancing service design through digital techniques and technologies
Develop an analytic approach, document tasks and manage timelines for new/existing business in support of projects
Work with the Digital Journey Manager to develop and continuously improve the Digital Journey Strategy
Demonstrated experience in customer experience and research
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 and using data analysis and metrics to drive decisions
Exceptional interpersonal, networking, negotiation, influencing, and communication skills are essential with evidence of a proactive approach and creditable outcomes
Aperformance based annual bonus & an additional 'flexible allowance' to spend on additional benefits, topping up your pension, or to be added to your salary
~ Hybrid working between your home (2-3 days a week) and our Reading HQ office at Green Park or our office in Glasgow (2-3 days a week)
~28 days annual leave + 8 bank holidays + 3 personal days annually, which increases with length of service
~ Private Medical Insurance, Life Assurance and Income Protection
~ On-site car parking (including electric) - Plus lots more including wellbeing and learning & development benefits

At Three we have a hybrid working arrangement in place as standard for office based employees, where employees work from a mix of office based location and working from their home in the UK to carry on their role.
Excluding retail, core hours at Three are between 10:00 and 16:00, with operating hours between 08:00 & 18:30.


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