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Manager, Customer Experience Digital Systems and Analytics – Customer Growth

Experienced working with digital customer touchpoints? Seeking a role where your solution building skills result in a better digital journey for our customers?

Global Customer Experience is currently looking for a new member to be its Manager, Customer Experience Digital Systems and Analytics. The purpose of this role is to make sure digital and online presence meets the global customer experience vision of providing integrated, effective and relevant tools that are high quality, easily accessible and meet customer needs.

In this role your key areas of responsibility are:

Having a clear understanding of the customers, key personas, and what digital experiences customers and prospects are looking for. Translate this into digital user experiences by:

• Driving selected initiatives on customer touchpoints across brands and products;
• System governance over customer touchpoint systems to ensure the customer experience remains positive, including:
• User support and maintenance
• Creating user stories to drive improvements
• Conducting tests to make sure that content on digital platforms works properly
• Analyze performance and website traffic before and after changes go live
• Responsible CX stakeholder for external website domains, including website direction, design input and content governance over CX pages.
• Evaluating website traffic according to metrics such as number of visitors, visitor demographics, session length, conversion rate, and more
• Enabling and facilitating the use of CX system data and voice of customer for decision making by establishing data management processes, governance and reporting.
• Monitoring customer interactions for insights and data.
• Working with the account managers to understand how digital tools can support customer commitments and expectations.
• Assisting with the digital experience strategy and supporting the digital transformation effort
• Coordinating efforts with stakeholders across business areas, regions, and countries.
• Act as support to the wider CX touchpoint support team as needed.

Requirements:

• Minimum 5 years’ experience governing and supporting development of customer applications and systems
• Experience working with content management systems and web content management
• Working knowledge of new tools in digital experience and customer experience, along with established tools such as Google Analytics
• Experience translating business requirements into user stories for IT development
• Ability to represent the customer and bridge towards Digital & IT
• Knowledge of best practices and trends in digital channels

Personal Attributes:

• Solution-oriented
• Well-developed communication skills
• Proactive and takes ownership of responsibilities
• A sense of urgency and display flexibility to meet changing priorities and business needs.
• Self-reliant and motivated, ability to work in teams and independently
• Influencing others with and insightful analytical approach

Location: Stockholm, Sweden

Contract: Local

Travel: Occasional travel is to be expected with this role.

What will you get from working with us?

The Wallenius Wilhelmsen Group is an equal opportunity employer that strongly believes in diversity and a value driven culture. The successful candidate will enjoy working in a global company with colleagues and stakeholders from different cultures and countries and where English is the working language. 

Our values: Speed, Courage, Trust, Imagination & Candor

Does this sound like you? Then we are looking forward to learning more about your motivation in your application letter. For more information about the position please contact Briljantin Consulting. Please submit your application and CV in English by clicking on the application button as soon as possible.