About the Role
As a key player in our digital transformation initiatives, you will develop and enhance our digital channel capabilities, ensuring continuous improvement of features, services, and customer journeys. You will drive the launch and integration of new digital services while ensuring compliance, scalability, and alignment with our company's digital strategy. Your collaboration with UI/UX, Technology, and vendor partners will be crucial in delivering seamless customer experiences across web and app platforms.
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Responsibilities
- Develop and enhance digital channel capabilities to ensure continuous improvement of features, services, and customer journeys.
- Drive the launch and integration of new digital services, making sure they comply with standards, are scalable, and align with the organization's digital strategy.
- Collaborate with UI/UX, Technology, and vendor partners to create a seamless customer experience across web and app platforms.
- Monitor market trends, competitor activities, and customer feedback to pinpoint opportunities for innovation and service improvement.
- Support commercial teams in digital enablement for offers, campaigns, and new product launches while ensuring operational readiness.
- Provide analysis, insights, and reporting on channel usage, adoption, and performance to inform strategic decisions.
- Own end-to-end digital channel operations, including technical development, performance enhancements, and user experience improvements.
- Define and prioritize digital roadmap items in collaboration with Product, Technology, and Commercial stakeholders.
- Make decisions regarding digital service design, implementation approaches, and process improvements to optimize customer experience.
- Manage vendor deliverables to ensure compliance with standards, SLAs, and organizational requirements.
Qualifications
- Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field.
- Strong knowledge of digital platforms, e-commerce systems, and web/mobile technologies.
- Proficiency in analytics tools (e.g., Google Analytics, Adobe Analytics) and familiarity with digital performance metrics.
- Certifications such as Agile/Scrum Master, PMP, or PRINCE2 are preferred.
