Digital Customer Experience Manager

HomeServe is a Great Place to Work, and while we’re biased, we’re not just saying that. We’re proud to have been certified as a Great place to Work the last six years. What does HomeServe do and what makes it so great? Well, we’re glad you asked!

We put people at the heart of everything we do. That’s priority number one for all of us. For the 4.7 million Customers we serve, that means being there when they have an emergency home repair need, such as getting their a/c working, clearing their clogged pipes, or fixing broken electrical systems. With over 1,000 municipal and utility Partners, that means providing their customers with access to affordable home repair plans, making it easier, faster and less expensive to have their home repair needs met. And for the more than 2,500 People working alongside us, it means fostering a rewarding, inclusive and challenging career experience that we think is second to none. At HomeServe, everyone is welcome. We know that having diverse teams has a positive impact on our work and ultimately helps us better serve our customers.

Position Overview:

The Digital Customer Experience Manager will play a key role in enhancing the digital journey for prospects and customers by optimizing and personalizing customer touchpoints across digital channels. This individual will work closely with cross-functional teams to improve online engagement, satisfaction, and loyalty. This role focuses on creating a seamless digital experience, ensuring alignment with customer needs and business objectives.

Responsibilities:

1. Digital Experience Strategy and Execution:
• Support the development and implementation of a digital customer experience strategy to improve user satisfaction and retention.
• Work collaboratively with various teams to drive and support initiatives that enhance the digital customer journey.
• Execute targeted strategies for customer segmentation, personalized messaging, and tailored content across digital channels.
2. Customer Insights and Data Analysis:
• Analyze customer data, digital behavior, and feedback to identify trends, pain points, and improvement opportunities.
• Use insights from surveys, user testing, and analytics to optimize digital touchpoints and improve user satisfaction.
3. Customer Journey Optimization:
• Map and evaluate customer journeys across web, mobile, and other digital channels to identify friction points and improvement opportunities.
• Collaborate to conduct A/B testing, user testing, and other research to enhance key areas of the digital experience.
• Collaborate with UX/UI designers to refine user flows and enhance overall usability.
4. Project Management and Collaboration:
• Work with PM to lead digital experience projects, ensuring on-time and on-budget delivery while meeting customer-centric objectives.
5. Customer Advocacy and Support:
• Assist in resolving customer issues related to the digital experience and proactively identify potential pain points to prevent future issues.

Essential Functions:

Job Requirements:

• Bachelor's degree or equivalent experience
• Minimum of 3 years of experience in e-commerce and digital marketing / DCX
• Strong analytical, verbal and written communication and interpersonal skills
• Well organized, detail oriented with ability to work under pressure and meet deadlines while managing multiple concurrent tasks  
• Problem-solving mindset and ability to prioritize tasks.
• Strong understanding of digital marketing, customer experience (CX) principles, and user experience (UX) design.  
• Competency in MS Windows, MS Word, MS Outlook, MS Excel, Analytics tools (Google Analytics, Tableau), Project Management platforms (Jira, Asana)
• Strong work ethic and willingness to take ownership
• Ability to work independently
• Ad-hoc responsibilities as assigned
• Travel up to 5% as needed

Minimum Physical Requirements: 

The physical demands described represent those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions of the position for which they work. While performing the duties of this position, the employee is regularly required to listen, talk, and hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls while executing tasks like working on a computer or talking on the telephone.  The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually moderate to low.

What We Are Looking for: 

At HomeServe USA, we put our people and our customers at the heart of everything we do, and we’re looking for someone who loves the work of compliance to join our team.  A compliant organization is good for everyone so join us in supporting a culture that creates great employee experiences at an organization that cares. The right people for our team (1) care about what we do, the people on our teams, and the customers we serve, (2) are open and honest when communicating, (3) engage actively in work and office life, (4) are committed to growth, learning, and improving both self and the organization, (5) take ownership and collaborate well with to get to great outcomes, (6) share in the full team’s success.  We need people who challenge convention, think differently, solve problems, and strive for continuous growth. 

This job description is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.   

In Return, We Offer: 

• Competitive compensation
• Career development and advancement opportunities
• Friendly, open and team oriented work atmosphere
• Excellent benefits including generous medical, vision, dental and life & disability insurance
• 401(k) plan with a company match
• Eligibility to enroll in up to two HomeServe coverage plans paid for by the company

Salary Range: $87,524.00 to $116,699.00

Annual Bonus Potential: 10% 

HomeServe USA is an Equal Opportunity Employer. 

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Salary : $87,524 - $116,699