Digital Experience Manager
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Job Summary
The Digital Experience Manager will play a critical role in executing the SquareTrade Europe digital plan over the next three years and beyond. Youll be part of the Digital and Communications team sitting in the Customer Experience function within Operations.
Were scaling fast with ambitious goals to transform our digital experience - delivering seamless customer journeys while driving efficiency and reducing service costs. Operating across 12 markets and 13 languages youll lead initiatives to accelerate digital adoption identify high-impact opportunities and make self-service the default choice for customers.
Youll lead our strategy in redefining our partner store experience deploying digital tools that empower store teams to deliver better faster and more consistent results.
The Digital Experience Manager will work closely with our Global Product and User Experience (UX) teams. You will play a key role in representing our European markets working to influence Product Teams as well as supporting them with capability execution in Europe.
This role is about ownership execution and impact. Youll be trusted to think big and act boldly - combining creativity with execution to craft and deliver a digital vision that drives real impact.
What youll do:
- Drive digital adoption and self-service growth across our European markets accelerating our Digital Transformation and delivering measurable impact on customer engagement and servicing efficiency.
- Own our B2C servicing website strategy - shaping the roadmap optimizing customer journeys and using data and insight to design and continuously improve the end-to-end experience.
- Lead the digital experience for partner store teams embedding our digital tools and capabilities in-store to enhance performance and deliver seamless customer experiences across every touchpoint.
- Support new product launches and partner expansions ensuring digital channels and experiences are ready to scale.
How youll achieve it:
- Blend insight with imagination - use data analytics and creative thinking to uncover opportunities understand customer pain points and shape solutions that drive measurable business impact.
- Collaborate cross-functionally with Product UX and business teams to translate insight into action from opportunity identification through to delivery and adoption.
- Take ideas from analysis to execution driving initiatives that improve the digital journey and elevate both customer and partner experiences.
- Leverage and evolve our digital ecosystem maximising impact from existing platforms while exploring new technologies and capabilities to push whats possible.
Qualifications :
Skills & Qualities:
- You have a strong analytical mindset; ability to draw on different data sources to identify trends opportunities and track key KPIs.
- You are passionate about innovation with a drive to explore new technologies and capabilities to enhance the digital customer journey.
- You are forward thinking and have a creative mindset.
- You have strong collaboration and interpersonal skills; with an ability to build effective working relationships with internal and external parties to influence and drive change.
- You operate with autonomy and initiative bringing energy focus and follow-through to every challenge. Youre always pushing to make progress and drive results.
- You have an ability to manage multiple competing business priorities in a scale up environment.
Experience:
Required:
- Degree level educated
- Experience performing analysis using a range of data sources to identify opportunities support business case development and track key performance indicators.
- You have experience working in digital channels driving customer adoption and experience improvements.
- Experience working with digital product teams and knowledge of user experience (UX) principles.
- Extensive experience engaging with internal and external stakeholders at varying seniority levels.
Desirable:
- Website analytics and SEO analytics
- Experience working with different demographics across multiple languages in digital channels
Other:
- Knowledge of SQL is helpful although not essential.
Additional Information :
We work in a hybrid model: 3 days in the office 2 days from home.
All your information will be kept confidential according to EEO guidelines.
The Team: is an Equal Opportunity Employer
Remote Work :
No
Employment Type :
Full-time
Key Skills
- User Interface
- Competitive Analysis
- New Technologies
- Business developments
- Communication
- Content Management System
- Market Research
- Internet
- Youtube
- Digital Assets
- Digital strategy
- Social Channels
- Digital Forensics
- A/B Testing
- Analytics
About Company
SquareTrade, an Allstate company, is not just transforming the consumer electronics insurance space—we’re redefining it. Our award-winning customer-first mindset has made us the trusted partner of global giants like JB Hi-Fi, Amazon, Walmart, and T-Mobile. With 5-star reviews in the t ... View more
