Senior Lead Digital Experience Manager

About the Role

Key Responsibilities

• Leads Journey Mapping Workshops to drive cross-functional collaboration to design customer-centric digital journeys that address customer goals and expectations, while ensuring that enabling capabilities are well-defined for development.
• Partners with Product Solutions Managers to translate journeys into development requirements and validate that solution implementations deliver upon experience requirements.
• Performs continuous research and listens to live experiences to understand and represent the voice of the customer as input to iterative release prioritization, utilizing tools such as UserTesting.com, interviews, focus groups, Qualtrics feedback, Adobe Analytics, Google Analytics, Content Square, competitive research, and digital secret shopping.
• Responsible for a portfolio of Products and/or Foundational Digital Customer Experience Tools, with potential focus on creating frictionless experiences and integrating AI into digital support models.

Requirements

• Bachelor's degree in business, engineering, communications, or related field, or equivalent knowledge.
• 6+ years of directly related experience with journey mapping, journey management, and customer experience.
• Customer Empathy Research and Journey mapping experience required.
• Strong PowerPoint skills and executive communications skills required.

Nice to Have

• Master's degree.

Qualifications

• Educational background in business, engineering, communications, or related field (or equivalent knowledge).
• Experience with journey mapping, customer experience, and customer empathy research.

Benefits & Perks

• Comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance physical, mental, emotional, and financial wellbeing.
• Details about bonus structure, short-term incentives, long-term incentives, and sales compensation available during the selection process.