What are the responsibilities and job description for the Digital Customer Experience Specialist position at TURNBRIDGE Technical Solutions?
Digital Customer Experience Strategist
Fulltime role (remote)
The Digital Customer Experience (DCX) Strategist focuses on the digital interfaces that customers use to interact with the company, with a focus on both front-end services and back-office process optimization that ultimately benefits both customers and the business. The goal of this role is to create the best customer experience possible for our brand, products, services, and digital presence. You’ll need to be able to bridge any online gaps that occur between the customer and the product. The DCX Strategist is responsible for creating an outstanding and successful digital experience for customers, ensuring that each touchpoint of the customer journey is not only effective but engaging as well.
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
