5 days ago
Job title : Digital Experience Lead
Job Location : Gauteng, Randburg
Deadline : November 11, 2024
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Key Accountabilities:
Digital Journey Mapping
- Design and document end-to-end digital customer journeys, ensuring alignment with business goals and customer needs.
- Collaborate with cross-functional teams to identify key touchpoints and optimize user experiences across all digital channels.
- Implement strategies to improve digital interactions, ensuring a frictionless and satisfying customer experience.
- Use customer feedback, data analytics, and journey mapping insights to identify pain points and areas of improvement
Data-Driven Insights
- Analyse customer behaviour data to uncover trends and patterns that can inform journey optimization.
- Work closely with data teams to track and report on KPIs related to customer journeys, such as engagement, conversion, and retention metrics.
Operation Delivery
- Deliver customer-centric digital innovation based on customer insights, both within and across the brand portfolio for MAH.
- Ensure alignment across MAH Digital’s platforms and enable an integrated customer experience at all digital customer touchpoints.
- Identify and define Prioritisation parameters for the management of all digital products and platforms.
- Ensure that the Prioritisation parameters are in alignment with the overall Business and Customer function’s strategic objectives.
- Manage the portfolio of digital programmes and projects.
- Collaborate and align with Marketing and Communications teams on marketing of new features from GTM creative point of view.
Project Management
- Lead digital transformation initiatives that enhance customer journeys, managing projects from concept to execution.
- Ensure timely delivery of digital journey initiatives within budget and scope.
Governance and Stakeholder Management
- Use leading practice to define and establish solution design and UX design methodologies to ensure delivery of world-class Digital design capabilities.
- Advocate for the customer within the organization, ensuring that all digital touchpoints reflect the brand’s commitment to exceptional customer experience
- Develop and maintain trust relationships with key partners/stakeholders
Qualifications:
- Bachelor’s degree in Marketing, Digital Media, Business, or a related field.
Experience:
- 7+ years of experience in digital marketing, customer experience, or digital transformation roles.
- Proven experience in digital journey mapping and customer experience enhancement.
- Strong understanding of digital channels (web, mobile, social, email, etc.) and how they contribute to the customer journey.
- Proficiency in data analytics tools and customer journey mapping software.
- Excellent project management and communication skills.
- Ability to work cross-functionally and influence decision-making.
- Strong problem-solving skills with a focus on delivering customer-centric solutions.
How to Apply for this Offer
Interested and Qualified candidates should Click here to Apply Now
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