Job Description

Reference # : 18-01401Title : Customer Experience Analyst
Location : Long Island City, NY
Position Type : Contract
Experience Level : Start Date / End Date : 09/24/2018 / 09/30/2019
Key Responsibilities
The Digital Experience Manager responsibilities include:
- Creating and enhancing layout, design, content, and navigation to provide a highly relevant and engaging digital rewards experience, making it easy for customers to use points earned
- Leading external agency and/or internal design team to develop design
- Partnering with Agile Scrum teams to support and implement the build of a best in class digital experience and ensure progress is being made against the journey backlogs
- Managing the successful launch of site enhancements, new digital experiences, and digital solutions by working with developers, IT partners, designers, program partners, and global market local teams
- Partnering with Research team to define and implement customer research/customer co-creation, prototyping and testing to gain insights and identify customer needs and solutions
- Integrating website analytics, customer research, competitive data, business objectives, and technology capabilities to help drive overall roadmap and align with rewards program leads
- Managing getting governance approvals
- Tracking and assessing results of launches, and making recommendations based on results
- Creating relevant and targeted content based on digital strategy, customer feedback, and business goals, and in partnership with program teams and global local market teams

Qualifications - 5+ years' experience in a consumer-focused company focused on launching digital products/features, managing digital UX, and/or digital marketing
- Passion and knowledge of digital ecosystems and digital customer experience best practices
- Ability to understand and translate complex business challenges and requirements into smart digital solutions
- Solid product management background, with the ability to concurrently manage and assess broad strategies and execute against multiple priorities in rapidly evolving, often ambiguous and complex situations
- Ability to analyze online trends, data, and leverage site statistics and performance to influence strategy and roadmap
- Customer focus; strong record of achievement in applying a customer mindset to shape solutions and approaches and to drive change/achieve business goals
- Strong team player and leader, with excellent interpersonal skills and ability to influence, collaborate and communicate across all levels and across lines of business, internal resources and external vendors
- Bachelor's degree required; advanced degree preferred


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