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Digital Customer Experience Manager

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Tesco

Nov 2

Applications are closed

  • Job
    Full-time
    Senior Level

Requirements

  • Great leadership and communication skills (influencing, leadership, great communication)
  • A track record of delivering digital experience that have driven outstanding customer outcomes
  • A driven and proactive approach to work
  • Excellent communication skills
  • Strong organisation skills and a high level of attention to detail
  • Ability to manage multiple projects at any given time
  • An analytical mindset with experience of analytics tools
  • Experience of content management systems. Adobe preferred
  • Experience of working in telco / subscription based / tech brand desirable
  • You should be adaptable, inquisitive and comfortable with ambiguity - we're on a journey to becoming an Agile business

Responsibilities

  • Lead, plan and execute a roadmap of initiatives to drive customer adoption and usage of digital self-service
  • Work with the digital self-service squad and other stakeholders to identify and improve the end-to-end experiences that will have the biggest impact on reducing service contacts to our call centre and retail stores, putting the customer in control of their own Care experience
  • Day-to-day operational management of, and improvements to, the Digital service online channel, including content updates for support and information pages within the website and any other customer facing touchpoints
  • Proactively identifying opportunities to improve digital service KPIs, engage with key stakeholders to drive improvements and see all resulting projects through to agreed conclusion
  • Focus on digital goal completion and contact reduction by working with the wider digital self-service squad to drive online service funnel improvements and customer experience improvements
  • Apply cross channel thinking and use internal feedback loops to optimise service journeys and interaction points across channels to minimise / automate handoff, reducing effort for customers
  • Collaboratively use data to identify opportunities to improve our digital service experience, with a key focus on driving initiatives which will have the biggest impact on customer outcomes
  • Lead on briefing agencies (when required) to produce marketing collateral to support digital service initiatives e.g. web banners, videos
  • Have a deep understanding of digital self-service KPIs, be able to clearly articulate a narrative of current performance and identify both tactical and strategic improvement opportunities
  • Identifying and evaluating new technologies to support and enhance our future digital service experience
  • Constantly review the digital self-service landscape to have a clear understanding of innovation in the area, who the leaders are and what our future direction should be

FAQs

What is the main focus of the Digital Customer Experience Manager role?

The main focus of the Digital Customer Experience Manager role is to drive excellence in customer experiences on the Tesco Mobile website, with a key emphasis on enhancing digital self-service and reducing service contacts to call centers and retail stores.

What kind of experience is preferred for candidates applying for this position?

Candidates with experience in telco or subscription-based tech brands are desirable, along with a track record of delivering digital experiences that drive outstanding customer outcomes.

What are the key responsibilities of the Digital Customer Experience Manager?

Key responsibilities include leading initiatives to drive customer adoption of digital self-service, managing digital service online channels, identifying opportunities to improve digital service KPIs, collaborating with stakeholders, and evaluating new technologies for enhancing the digital service experience.

What skills are necessary for this position?

Necessary skills include great leadership and communication skills, a proactive approach, strong organizational skills, attention to detail, the ability to manage multiple projects, an analytical mindset with experience in analytics tools, and experience with content management systems, preferably Adobe.

Is there a specific team structure for this role?

Yes, the role sits within a squad of 7, which is part of a high-performing team focused on improving performance and customer outcomes while transitioning to an Agile method of working.

Are there opportunities for professional development in this role?

Yes, there are ongoing learning opportunities and award-winning training programs available to help employees achieve their job and career goals.

What benefits are provided to employees in this role?

Benefits include an annual bonus scheme, generous holiday allowances, private medical insurance, retirement savings plans, life assurance, flexible working options, access to a virtual GP service, employee assistance programs, and colleague discounts.

Does Tesco Mobile have an inclusivity policy?

Yes, Tesco Mobile is committed to creating an inclusive culture where diversity is celebrated and all colleagues have equal opportunities, and they have been accredited as a Disability Confident Leader.

What kind of work environment can employees expect?

Employees can expect a blended work environment that combines office and remote working, with opportunities to connect, collaborate, and innovate.

How does Tesco Mobile approach Agile working?

Tesco Mobile embraces Agile as a journey that prioritizes customer needs, promotes self-organization, collaboration, and rapid adaptation to changes, fostering a work culture that encourages diverse thought and collective success.

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Tesco

Retail & Consumer Goods
Industry
10,001+
Employees
1919
Founded Year

Mission & Purpose

One of the world’s largest retailers of consumer goods from food to fashion. Serving our customers, communities and planet a little better every day in our stores and online is at the heart of everything we do. Founded in 1919 by Jack Cohen using the £30 he received on leaving the Royal Flying Corp, we’ve come a long way from his small market stall in East London. Today over 400,000 colleagues work across our stores, office, distribution and customer engagement centres in the UK, Europe and Asia. Share our passion for the people, products and places that make us great, and we can offer the right support to develop your skills.

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