Digital Product Exec

Knowledge

As the Subject Matter Expert, you’ll be making sure that as we scale, we are fully in control and giving our customers an amazing service by documenting and designing easy journeys.

A general knowledge of user behaviour, UX and UI.

The role consists of documenting and analysing the performance of our digital customer journeys.

You have experience working in digital operations, process or customer journey experience within a customer facing environment.

Designing and documenting all customer journeys, processes and treatments to the highest standard

You’ll make sure our product and internal tooling work perfectly with the customer in mind, and make sure that we can operate in a controlled environment

You are passionate about online marketing have experience in a role of similar nature.

Digital Performance

Follow industry-related news, document the latest innovations for the wider team review and generate ideas around trending topics to provide proactive content to meet customer demands.

Skills

Competent in Microsoft Office.

Journey Mapping

You’ll create specification document containing: site maps, components lists, content and the journey running order.

Highly analytical with excellent problem solving skills.

You’ll be making sure that as we scale, we are fully in control and giving our customers an amazing service

Proposing changes needed to improve processes/journeys to minimise risk and balancing performance and efficiency

Journey Mapping

Data Analysis

Excellent Communicator

Strong Interpersonal Skill

Identify gaps in our content and recommend new topics which will reduce the traffic to our contact centres.

Behaviours

Helping to make sure all of our customers get a consistent fair outcome. This includes building customer journeys with people in financial difficulties or other vulnerabilities in mind.

You’re comfortable working both individually and as part of a team

Ability to adapt to adhoc or changing requirements.

Ability to plan

Creative thinking, self-motivation and strong organisational skills.