Digital Experience Manager

**Description**:
**Purpose**:
**Join our Digital Experience** team which leads the vision, execution and implementation of next generation global digital and data infrastructure. The scope encompasses the full Strategy & Transformation agenda, leading a unified portfolio of Digital and Data initiatives, and is intended to manifest as components of Data/Digital platforms which enable all business functions at Global scale.

**Mission**

As the **Digital Experience Manager**, you will work leading cross-functional teams to disrupt and transform the prioritised journeys in order to deliver an improved and digitally-enabled customer experience. You will act as experience designer, facilitator, and storyteller who is able to work through various mediums (Customer Journey Mapping, Service Blueprint, Customer profiles & personas, digital prototyping tools, presentation design, immersive experience activations, and video). As part of the Digital Experience team you will contribute to create high-impact strategies and lead engagement sessions that help business owners to define & discover the TO-BE customer experience and define new digitally-enabled journeys. You will conceptualize, co-create, design, and present engaging experiences, effectively collaborating with multi-disciplinary teams (IT, business units, marketing, BI) to deliver value.

You will also build digital journeys (defining audiences in the Customer Data Platforms and building the omnichannel journeys in the journey orchestration platform) orchestrating the 360 experience of our customers blending contextual and personalised digital messages with human interactions i.e. with contact centre agents and sales/DMC reps.

**_ Your day to day with us:_**
- Support the design of the identified priority journeys in the organization following the defined CX vision.
- Support the definition of a unified data model (Full customer profile - demographic, transactional, behavioural, aspirational) to power the to-be customer experience
- Support the optimisation of the Customer data platforms (CRM, CDP, Journey Orchestration and Activation) working with the different Business units to understand respective needs and build a unified CX model
- Inspire innovative approaches to experience design. Leading stakeholders-facing meetings and workshops, explaining rationale for experience design decisions.
- Support the different Business Units to crystallise user needs and balance them against business, brand objective to deliver positive ROI and scalable / incremental value.
- Define and optimise audiences curating the performance of the data capture points and by building specific segments in the CDP.
- Build journeys through the activation/journey orchestration platform mixing automated omnichannel programs with human interactions.

**Requirements**:

- 3+ yrs experience in defining customer profiles, personas.
- 3+ yrs experience in CRM strategy and instance implementation.
- 3+ yrs experience in journey building and marketing automation.
- Ability to tackle a diverse and complex set of experience design challenges and recognize patterns to help develop creative, strategic, and scalable solutions for our client experience and engagement model
- Expert in creating experience maps, user journeys and service blueprints, interaction models, flows, high fidelity wireframes, and UI / visual design
- Strong facilitator with proven track record running client engagements, demonstrating excellence in presentation polish, executive presence, and client orientation.
- Strong written and verbal communication skills (public speaking, storytelling, presentation building skills).
- Experience working with design systems, components, and extensible assets
- Proven history of delivering results on time, within budget, and with high level of execution.
- A creative optimist and self-starter who brings energy and enthusiasm to the work
- Strong organizational skills and attention to detail with the ability to prioritize and manage multiple projects
- Desire to teach others through doing
- Strong collaborative mindset, and stakeholder management abilities, track record in driving change in terms of people, processes and technology. Key change-agent role.
- When provided with a clear vision, has no problems in managing ambiguity and in taking the rest of the organization on a journey to fulfil the set vision.