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Digital Customer Experience Manager
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**Job ID**:N/A
- ** Position title**:Digital Customer Experience Manager
- ** Location**:Switzerland
- **Site**:Zürich
- ** Legal entity**:Habasut AG
- **Department**:Corporate Accelerator
- **Job type**:100%
- ** Employment type**:Permanent
- ** Shift work**:N/A
**Role description**
The owner of the role is accountable for everything related to the end-to-end digital customer experience that is both effective and engaging for our wide range of customers in various industry segments.
**Main tasks and responsibilities**
- The Global Digital Customer Experience Manager will be part of the Global Digital Transformation team that develops and executes the vision and strategy for the digital transformation of Habasit
- In this role, you’ll be responsible for creating strong, trusting relationships with stakeholders across marketing, sales, product & industry segments, support, and customer care, to understand the business needs and define the vision of the experience that exceeds customer expectations
- Creating the digital experience strategy and assisting with the customer experience strategy
- Understanding business problems and customer pain points, as well as needed outcomes and advocating for the customer
- Capture, document and prioritize the business requirements
- Developing and implementing a concept for a modular digital customer portal
- Creating and implementing an ecommerce strategy and other digital sales strategies
- Analyzing customer behavior on current platforms
- Monitoring customer interactions for insights and data
- Building, maintaining, and driving execution of customer journey maps that show current and desired customer journey and highlight key touchpoints where service design and/or software user interface / user experience will increase customer value and create and maintain a competitive advantage
- Implementing minimum viable products together with selected pilot customers and subsequent solution productizing and scaling
- Reporting on business success by closely measuring and reporting KPIs against agreed business growth targets
**Education and experience**
- Bachelor’s degree in information systems, engineering or other technically relevant field. Master’s degree is preferred (5 years degree)
- Minimum of 5-10 years experience in digital customer experience (CX) or similar
- Applied knowledge of software related business models for industrial environments
- Proven track record of owning digital customer experience solutions from ideation to global roll-out
- Knowledge of best practices and trends in digital channels for sales and customer feedback such as social media, chatbots, ecommerce, websites, digital advertising, and more
- Proven track record of implementing customer experience solutions like e-commerce solutions, customer portals, etc.
**Personal characteristics**
- Strong link to Habasit Core Values
- Leadership (Experience in working with cross-organizational global teams)
- Deep knowledge (Usability and customer-focused design experience a plus)
- Service orientation (Passionate about building great products and solving customer and business problems; excellent listener and empathetic communicator)
- Innovation (Innovative thinker with a solution-oriented approach, agile in ways of working)
