Digital Experience Strategist

4 days ago

Basingstoke, Hampshire, United Kingdom SNG Formerly Sovereign Housing Association Full time
About the Role

We are seeking a highly skilled Digital Experience Strategist to join our Customer Experience Team at SNG Formerly Sovereign Housing Association. As a key member of our team, you will play a crucial role in shaping the digital customer experience and driving business growth.

Key Responsibilities
  • Design and develop digital customer journeys that meet the evolving needs of our customers and colleagues.
  • Collaborate with cross-functional teams to ensure seamless integration of digital experiences across all touchpoints.
  • Develop and nurture a deep understanding of customer needs and behaviors, and use this insight to inform digital experience design.
  • Act as a change agent, driving digital transformation and ensuring that our digital experiences align with our corporate plan and customer strategy.
  • Provide support in the development, implementation, and measurement of digital customer journeys, using customer insight and journey analytics.
  • Navigate the customer experience at SNG and develop a deep understanding of digital opportunities to improve and add value.
  • Use wireframes and multimedia designs to visualize and articulate the digital customer experience.
  • Build strong stakeholder relationships and facilitate co-creation sessions with customers and stakeholders.
  • Work with digital and product teams to understand how technology can be utilized to develop great digital experiences that are easy to use, accessible, and fully inclusive for all customers.
Requirements
  • Proven ability to successfully drive digital adoption in an organization with both colleagues and customers.
  • Proficient in customer journey mapping and how it can be used to deliver better customer outcomes.
  • Demonstrates an analytical mindset to spot opportunities to improve digital customer experience and drive those opportunities forward.
  • Ability to translate insight into human-centered journey design, including Google Analytics certification.
  • Confidently present complex ideas using different techniques, to a range of audiences, up to senior leadership level.
  • Evidence of conversational design for conversational interfaces such as IVR's, chatbots, etc.
  • Excellent wireframing skills and proficiency in working with Microsoft applications (Word, Excel, PowerPoint, Power BI).
  • Excellent communication skills.
What We Offer
  • £450 yearly flexible benefit pot to use against benefits of your choice.
  • 25 Days Holiday (pro rata + Bank Holidays (with an extra day every year up to 30 days).
  • Chance to buy or sell holiday as part of our flexible benefits package.
  • Generous company pension scheme, matched up to 12%.
  • Flexible hybrid working.
  • Recognition scheme.
  • Wellbeing discounts.
About Us

We are passionate about inclusion for all and creating a workplace where everyone can thrive, whatever their personal or professional background. We encourage applications from all and believe that diverse talent makes us stronger.

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