Digital Experience Manager, Customer Experience & Voice of the Customer

Job Title: Digital Experience Manager, Customer Experience & Voice of the CustomerLocation: Central London Working set up: Hybrid, 2 days in office a week Salary: £50,000 to £60,000 (experience dependent)

You’ll be joining the global customer experience function of a luxury retail brand and be responsible for taking a programme you could consider an MVP, and helping to evolve it into a much more sophisticated and impactful capability, which helps drive decision making across the business’ digital estate.

Currently, they have a series of research studies set up in Medallia which cover post purchase interactions and some basic feedback loops on site and in-app experience through popups.

Evolving this forward, moving to a Phase 2 of this digital experience programme, you will be looking to create a more embedded onsite experience measurement and feedback loop framework across all digital channels.

The final evolution following this will be into some form of signal-based approach, utilising tools like Decibel or DXA to interact with customers at relevant points within their journeys.

The main tool you’ll be working with will be Medallia, but this isn’t simply a research role designing surveys. The emphasis biases more towards interrogating customer journeys and understanding the customer experience. Then providing actionable insight and recommendations to the various digital teams on how to evolve and improve digital experience, be it via website or app. Looking to positively impact NPS and CSat scores, as well as drive incremental value improvements, higher conversions and repeat purchase through a great customer experience.

As your role sits at the global level, you’ll be spearheading the programme and working with regional digital teams who will do the implementation of recommendations based on the ideas and strategies you’ll be presenting.

The end goal will be to create a holistic transformational programme which utilises full digital channel customer journey research along with closed loop feedback, ensuring key insights around every part of the digital customer experience is measured, addressed and opportunities to innovate or create new propositions based on identified gaps in experiences are provided.

There’s a good emphasis on storytelling and selling the narrative to these various teams. Establishing their buy-in to recommendations and overseeing a lot of the early lifecycle of this programme’s implementation. Ensuring things land appropriately and deliver the expected outcomes.

There’s a lot of big topics on the horizon to tackle, which will result in meaningful change across the business. But it’s a large, complex organisation. So will require good people skills and a collaborative approach to influence people behind some of the ideas and strategies you’re presenting.

Experience needed:

• Experience in Digital CX/Customer Experience measurement programmes, with experience of VOC/voice of the customer type programmes before. But from a ‘how do we use information to drive meaningful change’ approach. Not just research studies.
• Ideally you have some knowledge of experience working in either luxury goods or retail environments doing something similar to this. Or have worked in industries with similar high B2C consumer touchpoint/service focused mentality – e.g. airlines, travel, hospitality, etc. which have a strong emphasis on digital experience
• Able to talk about how your work has impacted on NPS/CSat results. Some of the initiatives you’ve championed and changes it’s made to a business
• Experience of Medallia would be ideal. However, similar tools such as Qualtrics, InMoment, Verint, Concentrix, Momentrix, Forsta, SMG, Alchemer, Birdseye, etc. all fine. So long as you’ve used them specifically for looking at Digital CX channel work
• Any experience of working with Decibel or DXA would be useful.
• Background in consumer research, working on NPS or CSat studies at some point in your career
• Know your way around a slide deck, slick when it comes to presenting ideas, visions and strategies

Want to Apply? Here’s how:

You can share your Linkedin profile or email me a CV – it doesn’t have to be up to date, we can work on that once you decide you want to take this forward.

Or, for a chat and more information please contact me on:

Colin DoreeHead of Recruitment, Marketing, Digital & DataBlue Pelican