What are the responsibilities and job description for the Digital Customer Experience Strategist position at Liquid Web?
At Liquid Web, we are committed to delivering exceptional hosting services and innovative solutions to our customers. We believe in crafting seamless and engaging digital experiences that reflect our brand’s excellence and values. We are looking for a passionate and talented Digital Customer Experience (DCX) Strategist to join our team and help bridge the gap between our customers and our products.
The DCX Strategist plays a critical role in ensuring that every customer interaction with our brand is effective, engaging, and meaningful. This position focuses on optimizing both front-end digital services and back-office processes to create a cohesive and exceptional customer experience. Your goal will be to deliver a seamless journey across all digital touchpoints, ensuring our customers feel supported and valued every step of the way.
This is a permanent, full-time, remote, direct hire position with a pay range of $80K to $90K annually.
Responsibilities:
- Ensure the company’s digital touch points are high quality, easily accessible, and meet customer needs
- In partnership with marketing, define customer cohorts and identify their needs
- Translate customer needs into a cohesive and effective post-purchase user experience strategy that aligns with the marketing driven strategy
- Develop and execute the digital experience strategy for the company’s knowledge resources that aligns with the company’s goals and customer cohorts
- Lead efforts to create high-quality and compelling content for customer knowledge resources in various customer facing channels
- Collaborate with cross-functional teams to gather information and develop content that leverages SEO and web design best practices
- Lead initiatives that will improve customer satisfaction metrics, reduce customer support interactions, and build customer loyalty and growth
- Evaluate and lead the implementation of AI solutions and integrations to enhance the customer journey
- Use a digital experience platform to assess customer feedback, data, and analytics to improve the overall digital customer experience
- Assist with the organization’s digital transformation efforts
Requirements:
- 7 years of digital strategy experience, including customer data analysis, preferably in a technical environment and/or digital service background
- Bachelor’s degree or equivalent experience
- Experience working with content management systems and customer engagement platforms
- Understanding of user experience (UX) principles, SEO, and web design best practices
- Experience partnering with product and technical teams as a subject matter expert
- Ability to work at both strategic and tactical levels
- Strong bias towards data-driven decision making with the ability to break down complex problems
- Proactive communicator; comfortable with assessing the need for immediate action
- Excellent verbal and written communication skills
- Proficient using office suites such as word processors, spreadsheets, and presentations
- Proficient with CRM software
- Proficient with data analytics and visualization software
- Experience with content management systems
We Offer:
- Excellent Employer paid Benefits options - Medical, Dental, Vision, Prescription
- Traditional and Roth 401k with company matching
- A collaborative team culture
- Consistent/set work hours
- Challenging non-redundant daily duties
- A voice in how things get done
- Access to ongoing training
Disclaimer:
This job description is only a summary of the typical functions of the position. It is not intended to be an exhaustive or comprehensive list of all job responsibilities, tasks, or duties. Additional duties and tasks may be assigned as part of the job function. Liquid Web Inc. reserves the right to modify, interpret, or apply this job description in a way that best supports the organizational needs. The job description in no way creates or implies an employment contract. The employment contract remains “at will”.
Equal Employment Opportunity Policy: Liquid Web is committed to offering equal employment opportunity without regard to age, color, disability, gender, gender identity, genetic information, marital status, military status, national origin, race, religion, sexual orientation, veteran status, or any other legally protected characteristic.
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Salary : $80,000 - $90,000