Digital Experience Manager
Salt Search
London, GB
29d ago

THE COMPANY

My client is one of the largest property companies in London. They are located in Paddington and have about 900 people in their office and therefore this role is a key role for them.

Currently, they are looking for a Digital Service Manager, experienced in innovative customer self-care across online, mobile and tablet.

The key focus of this role is to ensure the user experience of digital products and co-ordinate alignment with the Group’s technology and business processes to drive greater channel shift.

This role will be manging alongside colleague the full lifecycle of digital services.

THE ROLE

This role is accountable for the online my account and app, tasked with the delivery of the overall self-service strategy and uptake targets.

The role is responsible for delivery of registration, usage, engagement and ROI metrics and will work closely with the Customer Experience and Customer Service teams to reduce call volumes and propensity.

Key Responsibilities :

Lead on strategies and plans to develop and maintain the Group’s digital services for customers, as part of the overall Digital Strategy.

  • Act as a product manager / owner’ of the digital services for customers and support the delivery of digital solutions for staff and partners.
  • Work with Change & IT / external agencies to provide sign-off, support user testing, and continuously improve the tools and platforms to meet the needs of internal and external customers.

  • Provide integrated, online / offline digital solutions, leading projects to support their delivery, including processes, data, technical support, customer support, marketing and training.
  • Assist with the development of the digital services aspect of the Target Operating Model (Digital & Mobile) and manage the digital services product roadmap and lifecycle, helping to define and prioritise future business requirements and risks, working with the different business areas to ensure their requirements are integrated.
  • using performance analysis to proactively identify issues and improvement opportunities in live services and manage changes across various teams.
  • Please ONLY apply if you possess the following :

  • Relevant digital experience translating in to the following relevant skills;
  • Business awareness
  • Ideally educated to degree level
  • Strong product management, working across full lifecycle, and taking ownership from inception to completion
  • Tangible experience of working with the development of digital services, ecommerce or transactional websites.
  • Strong technical understanding around CRM
  • To apply for the Digital Experience Manager position, please click the Apply’ button or email jmann welovesalt.com

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