Head of Digital Experience

About the Role

Key Responsibilities

• Manage and carry out personnel actions for direct reports, including hiring, scheduling, training, evaluating, coaching, managing performance, and making compensation recommendations.
• Lead the development and champion a unified omnichannel customer experience vision and strategy across all digital and voice touchpoints.
• Establish and maintain a holistic understanding of the customer journey across all channels, identifying key touchpoints, pain points, and optimization opportunities.
• Align all channel efforts with overarching business goals and strategic objectives.
• Define and oversee the implementation of a comprehensive data strategy to collect and analyze customer interactions for informed decision-making and performance measurement.
• Continuously evaluate new technologies and innovative approaches, including AI, to enhance customer engagement and omnichannel capabilities.
• Lead the team in creating and executing integrated go-to-market campaigns and channel strategies that enhance customer experiences and drive business performance.
• Oversee the design, development, and implementation of user-centered experiences across all digital and voice touchpoints.
• Establish and enforce consistent brand voice and messaging guidelines across all digital and voice channels.
• Drive data-driven optimization efforts based on customer interaction analysis.
• Establish and maintain design standards and guidelines to ensure high-quality brand experience.
• Monitor and analyze customer feedback and behavior to identify areas for improvement.
• Champion a culture of continuous improvement and experimentation to enhance the customer experience.
• Foster collaboration and communication across departments to eliminate silos and duplication of effort.
• Partner with technology, marketing, product, and customer service teams to ensure a cohesive customer experience.
• Influence stakeholders at all levels to prioritize customer experience initiatives and secure resources.
• Lead cross-functional teams to implement customer experience improvements and strategic initiatives.

Requirements

• Experience in developing and executing omnichannel customer experience strategies.
• Strong leadership skills with experience managing and coaching teams.
• Ability to establish and maintain a holistic understanding of customer journeys across multiple channels.
• Proficiency in data strategy, customer interaction analysis, and performance measurement (KPIs).
• Knowledge of new technologies and innovative approaches, including AI, to enhance customer engagement.
• Excellent collaboration and communication skills across departments.
• Ability to influence stakeholders and secure resources for customer experience initiatives.

Nice to Have

• Experience with digital and voice channels such as web, mobile, IVR, IVA.
• Familiarity with design standards and guidelines for digital experiences.
• Experience with implementing go-to-market campaigns and channel strategies.

Qualifications

• Not explicitly specified in the original description.

Benefits & Perks

• Not specified in the original description.