Digital Experience Manager (CX)

About the Role

Key Responsibilities

• Support the development and implementation of a digital customer experience strategy to improve user satisfaction and retention.
• Collaborate with various teams to drive and support initiatives that enhance the digital customer journey.
• Execute targeted strategies for customer segmentation, personalized messaging, and tailored content across digital channels.
• Analyze customer data, digital behavior, and feedback to identify trends, pain points, and improvement opportunities.
• Use insights from surveys, user testing, and analytics to optimize digital touchpoints and improve user satisfaction.
• Map and evaluate customer journeys across web, mobile, and other digital channels to identify friction points and improvement opportunities.
• Conduct A/B testing, user testing, and other research to enhance key areas of the digital experience.
• Collaborate with UX/UI designers to refine user flows and enhance overall usability.
• Assist in resolving customer issues related to the digital experience and proactively identify potential pain points to prevent future issues.

Requirements

• Minimum of 3 years of experience in e-commerce and digital marketing / DCX.
• Strong analytical, verbal and written communication and interpersonal skills.
• Well organized, detail oriented with ability to work under pressure and meet deadlines while managing multiple concurrent tasks.
• Problem-solving mindset and ability to prioritize tasks.
• Strong understanding of digital marketing, customer experience (CX) principles, and user experience (UX) design.
• Competency in MS Windows, MS Word, MS Outlook, MS Excel, Analytics tools (Google Analytics, Tableau), Project Management platforms (Jira, Asana).
• Strong work ethic and willingness to take ownership.
• Ability to work independently.

Nice to Have

• Experience working with customer or client systems, confidential and/or proprietary data.

Qualifications

• Experience in e-commerce and digital marketing / DCX.