Job description
Are you experienced in leading customer digital engagement and online service adoption? Have you worked with customers and staff on a national scale? Can you drive digital engagement across multiple channels?
Spectrum IT's UK national client are keen to recruit a Contract Digital Customer Products (Digital Adoption) Manager to work within their Digital Propositions team which covers all digital (web and app) for customer journeys. This is an initial 6 month contract, deemed OUTSIDE IR35 with a mixture office based (London/Basingstoke 1-2 days per week) and majority remote home working (3-4 days per week). (Interviews from Aug 16th 2021, with a planned contractor start of the 30th Aug 2021.)
As the Contract Digital Adoption Manager you will define and implement the digital adoption and engagement strategy for the business across multiple channels with the focus of bringing "digital" to life! You will play a key role in driving customers to a web/app focused use from telephony.
Responsibilities:
- To create/lead on digital release notification processes to allow everyone across the business is aware of key digital releases and changes
- Lead on process and road maps to bring to life current and new key digital journeys (from telephony)
- Work alongside the marketing teams to establish awareness of upcoming changes and drive adoption including customer mailings, online prompts, web pages, mobile app demos
- Work with the operational centres to create awareness of the digital capabilities across the business
- Create communication plans to emphasise the ongoing work within digital
- Create interactive training guides and other learning/engagement assets to support the strategy
- Analyse digital adoption to understand the pain points are around digital adoption and create a plan to improve value of digital activities
- Create tools to enable staff and customers have the best experience of digital
- Create a feedback loop on our digital features from customers and staff members back to the product teams to support our deliveries
- Track performance of our digital engagement metrics to ensure that they are aligned back to business cases and KPIs
Skills and Experience:
- Extensive customer experience - B2C
- Experience in a digital, marketing, communications or operational environment
- Story communication skills being able to translate complex concepts in a clear, concise way focusing on maximising engagement
- Great negotiation and influencing skills to inspire and drive digital adoption
- Experience distilling information into a clear and compelling way for comprehensive understanding
- Extensive experience in digital channels, and managing cross organisational relationships
- Experience working with operational teams to drive digital awareness
- Experience in digital analytics tools including Google Analytics
- Commercial awareness with the ability to identify opportunities and issues, and clearly communicate to a variety of audiences.
- Conversant in Scrum and Kanban methodologies, familiar with Lean principles.
- Understanding of digital tools and technologies
- Previous experience in managing a team either directly
- Knowledge of JIRA and Confluence (highly desirable)
- Knowledge of Digital Analytics tools such as Google Analytics (highly desirable)
If this sounds like your next challenge and contract role, please apply with an updated CV for more information.
