Digital Experience Manager
hace 1 mes
At Element Fleet Management, we are redefining the fleet management industry to be people first, then business - delivering on our promise of a superior client experience. This takes hard work and innovation, and we need more like-minded individuals on our team.
Salary Estimate: $80,000 - $120,000 per year
Job Summary:We are seeking an experienced Digital Experience Manager to join our team. As a key member of our Customer Experience department, you will be responsible for understanding and deep analysis of customer needs and expectations, allowing us to provide knowledge and correct classification of them. You will also be accountable for all Customer Journey Mapping across different user personas, as well as data generation & analysis generated from different indicators and operational dashboards updates and action plans.
Main Responsibilities:
- Elaborate from scratch customer journey maps
- Define, develop, and execute CX strategies for NPS & CSAT increase
- Elaborate digital experiences for different user personas
- Project management & Agile methodology execution
- Strategic approach to tackle down general pain points
- Generate Omnichannel ecosystem based on Servicing model
- Unify channels & points of contact tools such as WhatsApp, request center, etc
- Establish Service cloud as the BPM platform for FPS and internal areas
- Generate digital adoption thru new enhancements on Xcellerate & Digital Tools
- NPS & CSAT close the loop initiatives
- User research for new functions & capabilities
- Operational internal dashboards enhancements
- Servicing Model & Quality assurance
- Elaborate, Design, and implement CAB events
- Responsible for agenda and event scope definition
- Assure continuity of events, workshops, and other follow-up activities
- Execute action plans based on clients' feedback
To succeed in this role, you should have:
- Bachelor's degree in Business Administration, Digital Marketing, Technology, Industrial Engineering, Data & Insights, or UX/UI Design
- Bilingual: Spanish/English (85%)
- At least 5 years in Customer Experience or similar area managing projects and implementing and executing Digital, Omnichannel, Processes, or CX strategies
- Desirable: Experience in Leasing, Financial Industry, and Management of CX teams
- Coordination and indirect leadership of work teams
- Knowledge and Competencies:
- UX/UI Design tools
- Project Management
- CRM & IT platforms
- CX Frameworks
- Agile Methodology
- Excellent verbal and written communication
- Vision and strategic thinking
- Creativity and Innovation
- Capacity for Analysis and Empathy
- Analytical capacity in data management
- Administration and Project Management
- Ability to communicate effectively with any level of the organization
- High customer focus (internal and external)
- Excellent monitoring and execution of tasks in a timely manner, fast learning
- Teamwork and Cooperation always acting with Integrity and transparency
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