About the job
Join us on a mission to enhance digital experiences! As a Digital Experience Manager, you will orchestrate the various skills necessary for the continuous improvement of digital touchpoints. Your understanding of user journeys will enable you to measure and enhance their digital experience. Your primary responsibilities will include:
Conducting diagnostics and analyzing the client context
Evaluating current processes (analysis of recurring issues, pain points)
Mapping business processes
Identifying improvement opportunities (quick wins)
In addition, you will:
Manage and track the defined action plan
Formalize the action plan and set priorities
Lead and facilitate follow-up committees
Monitor the implementation of action plans
Consolidate feedback
Your role will also involve:
Coordinating various stakeholders
Measuring implemented actions using KPIs
Facilitating communication and decision-making among stakeholders
Ensuring stakeholder engagement throughout the project
Furthermore, you will:
Establish a continuous improvement approach
Conduct preventive actions
Guide teams in adopting new improvement methodologies
Enhance ITSM processes
Identify eligible topics for shift left initiatives
Finally, you will integrate the user experience approach by:
Understanding the user journey
Identifying levers for improving user experience
Monitoring user experience (CSAT, etc.)
Managing complaints

