Digital Customer Experience Resume Samples

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S Wilkinson

Shannon

Wilkinson

96398 Beahan Dam

New York

+1 (555) 955 9998

96398 Beahan Dam

New York

Phone

p +1 (555) 955 9998

Experience Experience

Chicago, IL

Senior Manager Digital Customer Experience

Chicago, IL

Goodwin Group

Chicago, IL

Senior Manager Digital Customer Experience

Solid knowledge of outside market and competitive products
Working knowledge of the technological environments of both the Bank and customers
Background in writing ‘use cases’ considered an asset
Work in-conjunction with national and field Integrated Marketing to build a world class web presence to support branding and campaign efforts and deliver upon stated goals
Work in-conjunction with Digital Analytics to conduct periodic channel forecasting and measurement for traffic, engagement, conversion, and other KPIs. Execute counter measures to improve performance based on insights. Present web channel performance to key stakeholder group
Proactively identify opportunities for innovation & incremental business opportunities. Develop business cases, gain endorsement and execut
Lead the definition and prioritization of website enhancements and platform investments based on potential revenue and marketing impact

Phoenix, AZ

Director, Digital Customer Experience

Phoenix, AZ

Stokes, Lehner and Boyer

Phoenix, AZ

Director, Digital Customer Experience

Manage department staffing, including recruitment, supervision, scheduling, development, evaluation and disciplinary actions
Integrate planning in the overall department resource planning currently ran by the PMO
Demonstrated success in managing business projects that involve technology integrations or changes
Deliver Results– drive success against key performance and financial metrics, including customer satisfaction and revenue
Develop and manage budgets for the department and ensure they comply with stated goals, guidelines and objectives
Provide business knowledge to Program team members and IT in general around the business units in which they provide support
In cooperation with the Enterprise Architect and in collaboration with other Application Portfolio Managers, he/she is responsible for the definition and evolution of the technical application and functional architecture

present

Chicago, IL

Director IT Digital Customer Experience

Chicago, IL

Stokes Inc

present

Chicago, IL

Director IT Digital Customer Experience

present

Financial management – oversees the forecasting, budget tracking, analysis and communications assessed, documented and managed through to completion
Provides leadership and direction for full time and contract Project Managers, Business Analysts, Quality Assurance Analysts
Works closely with the Directors of Development, Planning, Operations and Delivery ensure successful delivery of projects
Risk Management – communications and tracking of overall program risk
Manage the budget for the global projects and the Global Systems Delivery Organization
Process Management – leadership of project delivery best practices, and focal point for overall project health
Portfolio management for the Global Systems delivery projects, ensuring customer satisfaction and on-time delivery

Education Education

Bachelor’s Degree in Interaction Design

Florida Atlantic University

Bachelor’s Degree in Interaction Design

Skills Skills

Solid knowledge of outside market and competitive products
Excellent analytical and market research skills
Excellent computer skills (Word, Excel and Powerpoint)
Excellent communication/interpersonal/negotiating skills
Working knowledge of the technological environments of both the Bank and customers
Experience in customer journey mapping and/or customer focussed design
Background in writing ‘use cases’ considered an asset

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15 Digital Customer Experience resume templates

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Manager, Digital Customer Experience Resume Examples & Samples

Leads and directs DCX Team from project concept to completion, overseeing the DCX Team deliverables that define the customer experience
Ensures the integration of a customer-centric approach (e.g. personas, usability heuristics & testing, contextual inquiries, behavioural analytics) to inform design solutions
Collaborates with business, marketing, and technical stakeholders to develop concepts for web sites, web applications, and mobile offerings
Oversees the planning and estimating for the DCX Team work for simple to complex projects
Performs UX risk/issue management and resolution with project teams and stakeholders
Supports the team in applying usability findings and research to UX work that will effectively meet business and user needs
Supports teams in translating concept models into tangible, project-level solutions
Able to extend experiences across our multi-screen ecosystem (web, mobile)
Attracts, recruits and retains DCX Team talent
Ensures that DCX output meets the Digital Channels’s vision of legendary customer experiences
Create presentations for senior management that clearly and concisely present analysis and recommendations
Provide consulting expertise to identify user needs, perform relevant analysis and provide recommendations at project level
On-going education of business partners in the area of customer Digital Customer Experience
Contributes to the development of the Digital Customer Experience group’s culture and quality standards
Provides oversight and mentorship to DCX Team members
Seeks out current industry knowledge and educates team members
Develops and maintains good relationships with project partners (e.g. groups outside the Digital Channels, vendors)
At least 5-10 years of experience with creating and/or overseeing the creation of digital customer experiences. Strong mobile experience is a must
A related bachelor's degree is preferred with multidisciplinary backgrounds such as psychology, computer science, human-computer interaction or related areas
Experience in financial services is preferred but not mandatory
Self-motivated with exceptional analytical skills and attention to detail
Ability to communicate clearly in both written, diagrammatic and presentation form to internal development teams, designers and business stakeholders
The ability to multi-task, meet tight timelines, and be flexible in adapting processes to meet project needs
Highly proficient in UX related software packages (e.g. Axure, Visio, Adobe Suite)
Conceptual understanding of web-related technologies and standards
Knowledge of online marketing, advertising and other interactive experiences, with proven conceptual and UX design abilities
Ability to innovate and problem solve
Strong interpersonal skills with the ability to collaborate well in a team environment
Strong understanding of user-centered design methods and principles
Strong understanding of all the creative disciplines (visual design, copywriting, content strategy and interaction design)
Experience leading creative teams from concept to conclusion on large-scale, long-term projects

Director IT Digital Customer Experience Resume Examples & Samples

Responsibility and ownership for strategic initiatives as well as funded projects, and has a great deal of customer contact and accountability
Schedule Management – Ensures that project timelines are established and published and assists with the determination of a project scope that is scheduled in manageable components
Financial management – oversees the forecasting, budget tracking, analysis and communications assessed, documented and managed through to completion
Risk Management – communications and tracking of overall program risk
Status and Communication management – accountable to pull together overall program status, communications materials for executive review
Change Management – accountable for the efficient and timely management of the process
Process Management – leadership of project delivery best practices, and focal point for overall project health
Works closely with the Directors of Development, Planning, Operations and Delivery ensure successful delivery of projects
Provides leadership and direction for full time and contract Project Managers, Business Analysts, Quality Assurance Analysts
Oversight for Release deployments for projects within the portfolio
Build and maintain relationships with Bell and external delivery partners
Demonstrated experience working across multiple departments
Bachelor’s Degree, Preferred MBA or Master’s degree in Business Administration, Computer Science, or related field (proven and documented experience can be used in place of education)

Gdm-sbs-digital & Customer Experience Analytics Resume Examples & Samples

Establish a structured interaction model with the partners
Organizational Development: Dismantle organizational silos and drive organizational development initiatives
Participate in Periodic Meetings with Manager and Business Partners to share overall status of work, progress, issues
Seek synergies in activities across teams and implement value-added enhancements to the way work is executed
Make an objective assessment of the performance of the team and identify opportunity areas to enhance performance
6-10 Years exposure to Financial Services analytics in digital domain
Business Impact Analysis
Simple Optimization
Acquisitions
Customer retention
Build high performance teams
Lateral thinking
Act as a Change leader
Interviewing skills and precision questioning
Strategic ability
Working with ambiguity

Senior Manager Digital Customer Experience Resume Examples & Samples

Lead the optimization of the customer experience across self-service touch-points
Identifying new customer experience opportunities, enhancements, and standards rationalization
Manage the process and champions the creation and development of personas, customer journey maps, ecosystem maps and/or process maps to ensure customer experience focus
Manage initiatives to increase usability and to optimize the customer experience
Monitor the industry and analyst research as well as analyze competitive and Internet landscape for use in the Canadian market and Scotiabank
Analyze usability research and web analytics to recommend design changes to ensure program design will create the desired results
Lead the management and maintenance of the overall customer experience design and accessibility standards
Develop detailed understanding of all products and processes supported in order to understand customer experience across touch points
Measure and analyze customer experience satisfaction and loyalty
Use Voice of the Customer information, analysis and tools to identify “key moments of truth” to create recommendations for improvements
Perform channel and site assessments and work with public internet and brand marketing to ensure standards are applied consistently while ensuring consistent cross-site experience
Manage distribution strategies and support development of channels
Play a leadership role in assessing, and evaluating business opportunities
Work with internal stakeholders, principals and external consultants to design or modify sites
Proactively recommend and obtain support and approval on customer experience recommendations across touch-points
Lead or participate in cross-functional project teams to handle specific deliverables to optimize the customer experience
Recommend and assist the Director to plan and prioritize customer experience initiatives with business partners, including development or contribution to requirements, concept papers, and scope documents
Oversees the on-going monitoring and analysis of the channels, to achieve exceptional customer experience and “best of class” ratings, by
Leading research and focus group initiatives on design and user experience with internal research team
Overseeing, supporting and analyzing customer satisfaction surveys, market research, competitor benchmarking studies, heuristic reviews and focus group testing
Assessing results information for continued site development, web analytics trend analysis
Providing solutions for negative trends
Lead, oversee and direct special initiatives and projects to achieve the strategic objectives by
Managing the development of scope and deliverables for various initiatives
Working with business delivery partners on documenting and prototyping requirements
Identifying training and sales support materials as required
Coordinating activities of team to meet the business objectives on time and on budget
Negotiating with third party vendors to provide services/features
Ensuring right steps are taken from a process, business and employee perspective when initiatives are taken
Ensuring risks and contingency plans are identified
The incumbent works within cross-functional business lines and channels using influence/negotiation skills to ensure customer experience objectives are met. The incumbent negotiates priorities with Director and Vice President levels, but is expected to manage his/her own time in relation to meeting goals. The incumbent must be fully aware of the Bank’s existing policies and procedures and will be relied upon to interpret the underlying rationale of these policies as they relate to new deliveries
The incumbent must be knowledgeable in terms of customer centric digital channel design and usability concepts. The incumbent must be able to understand and participate in technical discussions and will be expected to make recommendations and decisions as they relate to self service channel development and/or design
The incumbent must have the ability to quickly understand and relate to the business objectives and requirements of various stakeholders (from banking to brokerage to small business and others). It is necessary to have or develop a solid understanding of financial products and services
Superior project management skills are fundamental as the incumbent is required to manage many high priority projects concurrently and ensure the timely completion of the development projects
The incumbent must demonstrate exceptional communication and relationship building skills, as preparing and making presentations, developing business case arguments, and negotiating with senior members of internal and external departments is an integral part of the incumbent’s responsibilities
The incumbent must have good problem solving and decision-making skills that will be required to diffuse unique situations that occur in the development cycle and/or recommend alternatives to business partners and management

Digital Customer Experience, Director Resume Examples & Samples

Have the product gene in your DNA – you will be the resident expert in web/mobile UX and operate at the intersection of design, technology and business
Develop the digital strategy– partner with Head of Digital to set vision, define strategic objectives and translate that into product road maps
Hands-on manage a team of product owners; mobilizing them along with broader teams of designers and developers to solve problems and prioritize feature development
Define the user-centric design model and put that into practice in an enterprise environment. This includes developing prototypes and evolving our UX research/testing program
Prioritize the pipeline of product releases and oversee successful implementation through cross-functional project team
Socialize all plans with business leads in marketing, brand, technology and sales to ensure alignment, management of expectations and co-ordination of drive to digital plans
Lead all product implementations in partnership with design agencies, technical teams and other Digital functional groups; for example content strategists, web editors, analytics teams etc
Foster a culture of data-driven experimentation by tapping into web analytics and other quantitative methods to drive the prioritization of the road map
Extensive digital leadership experience specifically in the web and mobile product space
Proven experience and understanding of Agile/Lean methodologies, user-centric design techniques, UX research and product development flow
Design sensibility and ideally hands-on experience of computer generated design using software such as Axure, Photoshop, InDesign, Omnigraffle
Literate in technology including reasonable knowledge of API-driven distributed architectures, responsive design, mobile SDKs etc
Impeccable record of recruiting, developing and motivating teams
Extremely data literate and able to use analytics to drive the product road map
Strong relationship skills; meaning you can engage a huge cross-functional audience of senior executives, stakeholders, designers, developers and salespeople
Flawless written and verbal communication; meaning you possess executive-level influence management skills and are able to gain buy-in on plans from a non-technical audience
Team player able to collaborate and foster a culture of co-creation

VP Digital Customer Experience Lending Journey Owner Resume Examples & Samples

Experience in successful implementation of global programs while managing cross functional stakeholders
Experience in developing and managing customer facing lending solutions, with in-market experience in US a plus
Strong analytical and problem-solving skills to be able to respond quickly and creatively to complex issues
Proactively solicits input and involves others in decisions and plans that affect them. Leverages relationships with key individuals across functions to gain support for recommendations
Ability to engage with diverse internal stakeholders (e.g., business leaders, oversight functions, etc.) and manage through influence
Proven leadership skills and ability to work in a matrixed environment
Excellent verbal and written communication skills, along with strong presentation and facilitation skills to senior audience members

Digital Customer Experience Lead Resume Examples & Samples

Lead the team that drives the user experience strategy for Morgan Stanley customers across digital channels – including Morgan Stanley Online and Mobile
Lead the redesign of the client website, incorporating major new feature releases into the overall design and user experience approach
Develop and own the user interaction and style guides for digital customer properties, and ensure adherence to standards through regular creative reviews
Coordinate and drive product design and development, and manage implementation timelines across different product/feature teams
Augment client feedback gathering mechanisms and leverage those insights to guide feature development prioritization
Foster a data-driven test-and-learn culture, from concept development and user research through ongoing analysis and A/B testing
Prioritize projects across product teams vis-à-vis available resources. Ensure accountability to firm strategies and business goals
Oversee day-to-day business within online and mobile channels
Drive development of communications and support planning related to major new digital initiatives for clients, as well as Advisor and Service teams
Develop and manage staff
UAT oversight
10+ years online and/or mobile product management experience, with at least 5 years in a leadership role
Demonstrable track-record of successfully delivering new digital products across the entire product lifecycle – from concept to launch
Experience leading complex product initiatives involving multiple systems and processes, working through technical, operational, legal and business issues
Strong ability to inspire and motivate cross-functional teams, build consensus, and coordinate development across multiple departments and functions
Thought-leader – strong familiarity with industry trends and best practices, and a perspective on how to advance the current state-of-play
Keen intellect – ability to gather, analyze and synthesize a significant amount of information, and turn it into a compelling product vision
Self-starter able to independently drive projects to completion and ability to manage multiple competing priorities in a demanding environment
Bachelor’s degree in Computer Science, Engineering, Mathematics or related field is required. MBA preferred

Digital Customer Experience Director Resume Examples & Samples

Implement and manage digital marketing technologies for content personalization (1:1 marketing)
Implement and manage predictive intelligence activities for next best product recommendations, robo investing and multi-channel customer communication programs
Identify improvements to digital sales campaigns and the peoples.com experience via web traffic analysis
Drive greater marketing effectiveness by linking customer data to targeted and personalized marketing campaigns
Data mine online customer behavior for use in offline sales and retention activities
Build data driven program to expand coordinate the use of email as a customer acquisition and retention tool
Serve as an internal consultant to other business units in the development of business requirements for new or enhanced web initiatives
Serve as a compliance point person for our public website and email publications
Create ongoing and campaign driven reports to track revenue generating and expense related activities
Act as a Digital Liaison for both Big Data and CRM Initiatives

Director IT Digital Customer Experience Resume Examples & Samples

Drive Digital Strategy, implementation and overall program integration and coordination
Serve as Global Systems technology and process leader driving cost effective and efficient business solutions globally, making it easier to do business with AGCO with a focus on customer and dealer facing solutions
Set short, medium and long term initiatives to best leverage technology, systems and tools across all AGCO global locations
Reduce complexity in current systems and replace and/or improve where necessary
Eliminate redundant or inefficient business processes and systems, reducing unnecessary work for our dealers and end users, while decreasing costs
Create a collaborative cross regional, virtual team to increase the speed of delivery of services, leading a small core team of direct reports and leveraging the regional resources (dotted line) for deployment
Manage the budget for the global projects and the Global Systems Delivery Organization
Portfolio management for the Global Systems delivery projects, ensuring customer satisfaction and on-time delivery

Gdm-sbs-digital & Customer Experience Team Resume Examples & Samples

Analytic Project Execution: Build effective teams to deliver on business priorities. Decompose business priorities into candidate projects. Consult with partners to initiate project aligned to business needs. Manage the project pipeline to ensure prioritization and resourcing. Influence analytic approaches through learning’s and insights
10+ Years exposure to Financial Services analytics in digital domain
Exposure to digital analytics is a must
Customer engagement( Pricing, P&L forecasting)
Customer servicing & understanding customer touch points
Coaching and Mentoring team members
Strategic Ability

Digital Customer Experience Senior Manager Resume Examples & Samples

Drive and support the delivery of the Zurich Web Platform, identify local markets ambitions and requirements and design digital services to support achievement of digital roadmap
Develop and implement the future strategy of the Zurich Web Platform and setting of objectives aligned with business priorities and needs
Develop a digital marketing framework to enhance brand and customer experience (e.g., define new digital services for ecommerce and transactional experiences)
Identify and implement new partners and technology solutions to improve Zurich digital marketing framework and capabilities (e.g., customer listening capabilities)
Participate and actively contribute to the Digital Marketing Community (e.g., best practice sharing and knowledge transfer within communities of CMOs, Zurich Web Platform, etc.)
University degree in Marketing or similar
At least 6 years of experience in Digital Marketing in an international company or in Consulting
A team oriented person and a strong communicator, able to work with different departments (e.g. IT, Business Transformation, local Business Units…)
Proven experience in converting business needs and insights into customer and brand experience
A problem solver and a solution oriented personality, with the ability to work outside of given processes
Knowledge of the Sitecore system and potential business developments for the platform
English fluent written and spoken, other languages would be an asset

Manager, Digital Customer Experience Resume Examples & Samples

BS/BA degree in business, marketing or a related discipline (MBA preferred)
7 + years of experience managing B2B digital experiences
Previous proven experience leading teams
Behave as a thought leader and bold thinker in designing digital transformation
A track record of influencing larger teams and a variety of stakeholders for impact and building consensus
Experience managing departmental resource optimization, budgets and delivering operational excellence
Experience & understanding of the latest developments in technology and digital marketing/sales
General understanding of how sales processes for platform developers, channel partners, enterprise technology decision makers
Ability to leverage digital and behavioral metrics and insights to drive business decisions or direction
Excellent written and communication skills especially the ability to effectively communicate with senior leaders
Leading, managing and coaching digital teams to improve skills and contribute to professional development
Some domestic and global travel required

Director, Digital Customer Experience Resume Examples & Samples

Diverse Team Leadership – Lead highly skilled and tenured team of 8 digital, UX, and analytics experts, as well as lead, influence and coordinate closely with multiple teams supporting the site backend
Lead Product Strategy – Define overall online product strategy and construction of product roadmap, taking into account Card and Membership Rewards priorities, differentiated Amex assets, current digital marketing technologies, the competitive environment and travel and payment industry trends
Lead Continuous Enhancement of User Experience (UX)– Oversee agile continuous UX enhancements to continually improve the site customer experience, as informed by customer feedback in all channels, site performance analyses, and numerous other ‘listening posts&#8217
Deliver Results– drive success against key performance and financial metrics, including customer satisfaction and revenue
Manage and Optimize Strategic Partnerships– Lead relationship management with numerous strategic partners, including Expedia, our site hosting and development partner, our online cruise partner, and our digital design and experience agency
Cross-Functional Integration – Liaise with partners across TLS – including call center teams, operations, analytics teams, etc. – to ensure a smooth end-to-end customer journey consistent with other TLS channels, as well as partnering closely across internal card product and benefit leaders
Digital Travel Expertise – Strong understanding of digital platforms with direct experience leading digital and/or development teams, with strong preference in the travel space
People Leadership – Extensive multidisciplinary people leadership experience required
Technical/Development Leadership Experience– prior experience leading development efforts in an agile environment
Results Oriented – Track record of driving results across multiple channels and initiatives
Relationship Builder & Collaborator – Ability to build strong relationships with internal and external business partners, and technologies partners that are based in various locations globally
Analytical Mindset – Ability to interpret and review regular results updates and provide optimization direction
Creative Development & Agency Management Experience – Experience leading UX design projects with creative and technical talent
Prioritization – Ability to prioritize work across the team to maximize effort towards initiatives that will drive the greatest impact for the business
Innovation Driver – Ability to find new ways to improve site effectiveness, understand the latest digital trends and a passion for innovation
Proactive - Ability to work autonomously & proactively to drive results
BA/BS required, MBA preferred or at least 5 years of digital product experience

Principal Digital Customer Experience Resume Examples & Samples

Lead the analysis, design and evaluation of customer experience for innovative technology solutions
Lead and guide others on the collection and analysis of research on our users (e.g. personas, user journey maps, context of use) to drive the design of work, interactions and technology
Lead / guide the application of design thinking to customer experience (empathy, ideation, prototyping)
Create and embed routines / patterns to communicate critical personas and user journeys to teams working across data, software development and hardware to drive the technical design and development of user experience solutions
Understanding of system development lifecycle approaches and how UX is applied within, including mobile applications, augmented reality and virtual reality
Experience with user experience design from remote operators to office-based professionals
Skilled and able to coach in one or more visual design tools
Bachelor's and/or Master's degree in Interaction Design, Industrial Design, HCI, Human Factors/Ergonomics/Psychology or related field
Dedicated leadership and female mentoring programs
Parents rooms

Digital Customer Experience Executive Resume Examples & Samples

Use insight from a range of data sources, such as NPS, TrustPilot etc., to understand our customers, what’s working well and where the pain points are. Help create and run a Voice of the Customer (VOC) programme to gather further customer insights
Support the Customer Experience Manager with reviewing and approving new initiatives to ensure everything iD delivers is considered and customer focused. Liaise with stakeholders and teams across the business to champion the customer
Innovative and passionate about new technology and latest trends

Director, Digital Customer Experience Resume Examples & Samples

Responsible for the delivery of all IT services related to the Digital Experience and Commerce domain
Formulate and deploy long-term strategic plans for acquiring, developing and enabling efficient and cost effective IT solutions to meet the company’s business objectives
Responsible for all development work for Digital Experience and Commerce. This includes all E-commerce (Oracle ATG/Java), mobile application (iOS and Android/React Native) and email marketing (Salesforce Marketing Cloud)
Manage department staffing, including recruitment, supervision, scheduling, development, evaluation and disciplinary actions
Implement, manage and support the Agile development processes. Identify areas for process improvement opportunities and facilitate implementation, including quality assurance for deliverables and change management guidance in the spirit of continuous improvement
Act as the prime IT liaison with the marketing business units for all activities related to Digital Experience and Commerce applications. Actively participate in Marketing strategic planning, projects and operations management committees
Provide business knowledge to Program team members and IT in general around the business units in which they provide support
Provide technical leadership and direction to the Digital Experience and Commerce development teams (internal and external)
In cooperation with the Enterprise Architect and in collaboration with other Application Portfolio Managers, he/she is responsible for the definition and evolution of the technical application and functional architecture
Work with the respective portfolio within IT to oversee and prioritize Digital Experience requests and resolve business IT concerns. Actively own escalated issue resolution and risk management of portfolio
Develop and manage budgets for the department and ensure they comply with stated goals, guidelines and objectives
Integrate planning in the overall department resource planning currently ran by the PMO
Participate in the development/maintenance of a portfolio roadmap for Digital Experience and Commerce. Help in aligning the roadmap, aligning business with technological direction as well as with the required investment and delivery timetable
Oversee and maintain Digital Experience and E-commerce knowledge and keep abreast of new technology developments in key areas of responsibilities
A bachelor's degree in the field of Computer Science or Information Systems or equivalent
CBAP certification an asset
PMP certification an asset
10-15 years of experience in managing a software development team
Minimum 5 years of project management experience on medium- to large-scale IT projects using an Agile/Scrum methodology
Participation in either E-commerce, CRM, loyalty and/or digital marketing solution implementations is a mandatory requirement
Experience in Java-based and/or mobile application development
Relevant retail industry experience an asset
Software quality assurance and test management experience
Software implementation experience
Experience managing external teams
Experience with vendor management processes
Demonstrated success in managing business projects that involve technology integrations or changes
E-commerce development, mobile application development
Agile methodologies, test-driven development
Java, J2EE, HTML, Javascript, React Native
Experience with systems development lifecycle phases as well as process design and procedure documentation
Skilled in using MS Project or other web-based project management solutions (Smartsheet, Asana, etc.) and in structuring a project involving technology integration elements
Excellent written and oral communication skills in both English and French

Director Digital Customer Experience Transformation Resume Examples & Samples

Assessment of current state of the transformation in our GTM models
Gain alignment on the overarching strategy (to include consideration for people/culture, processes, technology) and coordinate governance
Define gap analysis and build multi-year roadmaps, and drive disciplined execution
Increase digital customer experience awareness and understanding within the German MSD organization
Optimize and accelerate existing work streams
Define measurable metrics to track the progress and success of our transformation
Customer Engagement Platforms and Analytics
Digital Marketing and Content
Social Media
Bachelor’s degree or international equivalent from an accredited university
Five to ten years’ experience in consulting and/or start- ups and/or digital agency environment
Senior level consulting experience with a major firm in relevant subject matter strongly preferred
Willingness to travel up to 30%

Inbound Digital Customer Experience Offering Manager Resume Examples & Samples

Work under the guidance of our ObjectStorage OM to incubate and deliver digital content enablement for public COS
Manage and drive assets that impacts the Customer Digital Experience including public facing documents and how-to tutorials
Enable golden thread and pattern for COS, how customers are consuming COS
Establish metrics and dashboards of key Digital Experience metrics
Enablement of developer assets such as a Software Development Kit
Responsible for working closely with the COS design and development team to ensure successful execution and delivery of digital assets
Synthesize customer insights, quantitative and qualitative data, and business strategy into product concepts and requirements
Focuses on Service release deliverables
Interlocks with Lead OM on issues and release dependencies
Drives playbacks for offering features and release cycle
Professional experience as a Technical Product Manager
A strong grasp of Cloud as a Service high level concepts
Experienced in driving feature/functions into development in an agile and iterative fashion
Great analytical problem solving skills and ability to work both independently and in cross functional team
Excellent verbal and written communication & negotiation skills
Ability to build strong working relationships across all levels of the organization
Ability to function well in a fast-paced, dynamic environment with competing priorities
Demonstrate good judgment in identifying problems in advance, and proposing solutions
Ability to adapt to a rapidly changing environment, meet deadlines, and succeed under pressure
Knowledge of Cloud Object Storage
Experience with one of the following Cloud Infrastructure platforms: AWS, Azure, Google Cloud, or SoftLayer
Experience working with enterprise IT professionals

VP Digital Customer Experience & Innovation Resume Examples & Samples

Reporting into the VP Strategy, Planning, and Commercial Operations this position is a key transformational role that will drive company growth by leading US Pharmaceuticals’ (USP) digital transformation, digital capability building and digital execution. The role is accountable for planning and executing the USP strategy and end to end roadmap for digital customer experience, awareness, engagement, and monetization
The incumbent will make digital integral to the USP strategy by building company- wide alignment on the US digital vision and approach. They must be a true change agent, well-versed in influencing and collaborating with senior stakeholders across the business to ensure the digital roadmap and plans receive the right level of resources, investment and matrix commitment
The role will build USP’s capability across emerging digital channels and be accountable for the end to end customer experience and digital campaign results. A key requirement is building the USP competency to understand the digital customer journey and interaction with GSK campaigns– connecting insights directly to business opportunity
The position will accelerate USP organizational speed and agility. The incumbent must understanding key areas of commercial and medical matrix operations, injecting speed into process and decision making to enable high speed, agile, digital delivery. Success will require building strong relationships and networks across all levels and governance boards
Establish strong external GSK partnerships and relationships to stay ahead of rapidly evolving digital trends – ensuring USP stays ahead of the competition and capitalizes on emerging opportunities
Develop USP digital vision, ensuring alignment with the extensive group of US and global relevant functions
Plan and execute the strategy and end to end roadmap for digital customer experience, awareness, engagement, and monetization
Develop industry leading platforms and approaches to HCP and consumer customer engagement for CRM, call centers, chat, speaker programs and video – fully integrating all channels including sales
Develop innovative and impactful capabilities for the US to engage customers across rapidly evolving platforms such as mobile, EHR, social, e-commerce, AI, AR, and voice
Develop, lead, plan and drive USP digital marketing campaigns across Pharma and Vaccines with accountability for managing digital budgets and delivering Business Unit sales and profit impact
Lead and shape Digital Customer Experience and Innovation team for US. Establish digital workforce plan for USP and recruit / develop and retain leading digital talent
Identify and lead strategic external digital partnerships to accelerate capabilities and drive business performance
Benchmark and close digital capability gaps for US Marketing organization (Pharma, Vaccines, Specialty, ViiV)
LI-GSK

Senior Manager Digital Customer Experience Resume Examples & Samples

Develop digital customer experience strategies in collaboration with various stakeholders across our firm to deliver a best in class and highly personalized experience that grows brand and service offering awareness and compels visitors through the integrated marketing and sales funnel
Work in-conjunction with national and field Integrated Marketing to build a world class web presence to support branding and campaign efforts and deliver upon stated goals
Work in-conjunction with Digital Analytics to conduct periodic channel forecasting and measurement for traffic, engagement, conversion, and other KPIs. Execute counter measures to improve performance based on insights. Present web channel performance to key stakeholder group
Translate our marketing and digital strategies into a roadmap to inform and steer digital experience enhancements and align organizational efforts
Proactively identify opportunities for innovation & incremental business opportunities. Develop business cases, gain endorsement and execut
Lead the definition and prioritization of website enhancements and platform investments based on potential revenue and marketing impact
Establish new web channel platform capabilities and weave them into the fabric of the marketing organization
Manage web channel related projects and initiatives
Facilitate communication and strategic alignment across marketing disciplines and stakeholder groups
Serve as an internal digital customer experience expert to make recommendations and steer strategic decisions
Own and continuously evolve our digital visual identity and provide guidance to others across the firm and to agency partners on the proper application
Lead UX design and user validation testing, and collaborate with Content and Creative teams as well as agency partners to create the designs and source copy and digital assets for them
Contribute to the creation of the Digital team’s overall digital strategy and be accountable for achieving our goals
Ensure website operations run smoothly, SLAs are defined, measured and achieved, and all resources are fully utilized
Participate in the search engine optimization efforts of our content and ensure the website is optimized in support of those efforts
Ensure ongoing optimization of our website onsite search and make recommendations for experience improvements
Conduct competitive benchmarking, analysis, and monitoring
Develop proactive and strategic website experience test and optimizations
Lead, recruit, motivate, and mentor a high performing and lean team of web channel operators. Instill digital customer experience best practices and nurture their career growth
Establish and ensure effective execution of web channel operational activities via combination of on/off-shore resources and agency partners
Identify workflow optimization opportunities within and across teams. Create processes to improve efficiency, ultimately driving additional business value for the company
Define, socialize, and establish digital customer experience best practices, standards, and policies
Create and provide training on digital customer experience capabilities
Forecast, plan, and track digital customer experience budget needs
Manage agencies, implementation partners, and platform/tools vendors
Partner with business technology peers to plan and execute against our website roadmap
10+ years of experience in web channel management
6+ years of experience in team management
3+ years of experience managing offshore teams
Proven success of leading web marketing from strategy to implementation for a large brand or portfolio of reputable brands in a complex environment (B2B preferred)
Experience with managing and optimization day to day web channel operations and establishing and delivering on SLAs
Experience with implementing and managing enterprise scale website content management platforms such as Sitecore
Experience with A/B testing tools and optimizing digital experiences and landing pages
Experience with delivering a digital customer experience across a variety of screen formats and devices
Experience with leveraging analytics tools such as Google Analytics
Experience with UX design best practices, processes, and tools
Experience with onsite search tools and optimization search results to drive findability and engagement
Experience with integrating marketing automation and CRM platforms such Marketo and Microsoft Dynamics
Experience with selecting and procuring platform technologies and tools based on business needs
Experience with creating HTML, styles sheets, and front-end scripting
Experience writing, editing and crafting presentations that answer complex questions, clearly communicate findings, facilitate discussion and foster action
Experience with customer segmentation, and personalization and targeting best practices
Excellent listening, interpersonal, written, and oral communication skills
Logical and efficient, with keen attention to detail
Highly self-motivated and directed
Ability to exercise independent judgment and take action on it
Ability to effectively prioritize and execute tasks while under pressure; maintains constant awareness of deliverables
Strong customer service orientation
Ability to inclusively and pro-actively lead, influence and motivate individual contributors across a highly matrix environment
Experience establishing and optimizing offshore operations
BA or BS in Advertising/Marketing/Information Technology, or related degree or equivalent experience