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Customer Experience Manager
4 months ago
About The Role
To identify, define, and integrate new CX capabilities (including tools/technology, people, and processes) into our organization, in line with the Customer & CX strategy, working from idea to BAU adoption. You will work with multi-functional teams within our organization and outside to ensure timely and effective capability delivery.
You will identify, define, and run programs and projects for CX that cut across multiple channels, products, systems, and functions, doing this to time, budget, and scope. The role holder will constantly explore and introduce new capabilities that will make us match-fit and future-proofed. While the focus of the role holder will be on delivering optimization and experimentation, you will also have to support other capabilities. Capabilities that we have already identified include CRM, personalization, optimization, and experimentation.
As an expert in optimization and experimentation, you will provide end-to-end guidance and support to product teams across the lifecycle of an experiment, including phases like generating hypotheses, experiment design, instrumentation, setup, launch, measurement, and interpretation of results.
You will provide thought leadership and guidance on how to continuously evolve and mature the experimentation process and platform—tools, dashboards, and frameworks. You will own, execute, and evolve the standardized experimentation process, working closely with product peers, the development team, data scientists, and other stakeholders.
You will team up with product managers and own the roadmap, which has been prioritized by identifying the biggest opportunities for growth. You will proactively propose business actions and opportunities identified from experimentation results and data to stakeholders.
You will provide guidance to product teams in the analysis of complex experiments. Be a translator between data scientists and product teams to interpret product changes into experiment methodology (A/B test, switchback experiment, etc.) and vice versa.
You will be an ambassador for making data an experience advantage. Your mission is to take the culture of experimentation to the next level to support our transformation by unlocking value-creating opportunities.
This is a new role and hence is a fixed-term contract. Depending on how the role holder helps to shape this new function and business priorities, there is scope for it to become enduring.
About The Team
This is a new team within the CX function that has been created to identify and develop capabilities that will allow us as a business and CX as a function to leverage technology, people, and processes to get things done and do it better. The team will be laser-focused on continuously delivering excellent customer satisfaction.
About You
Minimum criteria:
- Proven experience in delivering marketing and CX projects and initiatives.
- A passion for the customer and the ability to drive improvement that enhances satisfaction.
- Experience in insight and analysis, hypothesis generation, testing roadmap strategy and management, and end-to-end test implementation and results reporting.
- Excellent hands-on digital conversion rate optimization (CRO) skills with proven ability to review customer journeys, funnel analysis, and content performance data, identify key trends and opportunities, put forward hypotheses, and deliver recommendations.
- Good knowledge across a range of CRO research and testing tools (Google Analytics, VWO, Optimizely, WebTrends, or Adobe Target).
- Experience working in an extended product team to drive roadmaps and development activity.
- Strong knowledge of quantitative optimization techniques. Excellent problem-solving skills, including resolving issues and initiating corrective actions.
- Excellent communication, numerical, and presentation skills.
- Stakeholder engagement across organizational boundaries, including both engaging and influencing key stakeholders, and managing multiple stakeholders to gain agreement on key decisions.
- Experience working with and managing external partners to deliver successful outcomes.
