Digital Customer Experience Manager

This is a fully remote position, open to applicants in North Carolina.

📋 Description

• Assist in implementing the strategy and roadmap for both authenticated and unauthenticated digital customer experiences across web and mobile platforms.

• Enhance account management, billing and payments, speed upgrades, value-added services, Wi-Fi management, digital support, and online self-service experiences.

• Recognize customer pain points, performance shortcomings, conversion possibilities, and methods to enhance customer effort and engagement.

• Create actionable digital experience requirements for market launch initiatives, business requests, enhancements, and optimization prospects.

• Convert customer needs, behavioral insights, and journey friction points into experience challenges, requirements, and recommendations.

• Collaborate with UX/UI teams to craft intuitive, engaging, and accessible customer experiences.

• Utilize Google Analytics, FullStory, and similar platforms to assess customer behavior, journey friction, trends, and conversion opportunities.

• Lead A/B and multivariate tests, personalization, segmentation, and offer optimization.

• Formulate hypotheses, define success metrics, evaluate results, and scale improvements.

• Track and enhance KPIs such as digital revenue, upgrade conversion, digital attach rate, ARPU growth, self-service utilization, task completion rate, customer effort, NPS, churn reduction, and digital support deflection.

• Support KPI dashboards and data narratives using Looker, Power BI, and similar tools.

• Operate in Agile development environments to convert business requirements into actionable digital initiatives.

• Collaborate with Product, Engineering, Analytics, IT, CRM, Marketing, and Customer Care teams.

• Report to the Digital Base Management Lead.

• Perform additional duties as assigned.

⛳️ Requirements

• Bachelor’s degree in Business, Marketing, Digital Commerce, Information Systems, or a related discipline.

• At least 5 years of experience in eCommerce, digital product management, website/app optimization, customer experience, or customer lifecycle/base management.

• Minimum of 3 years of experience in driving customer-facing digital experiences linked to revenue, retention, conversion, or customer satisfaction outcomes.

• Experience in managing or optimizing authenticated digital, eCommerce, or customer self-service experiences.

• Familiarity with Agile development environments and collaboration with technical and product teams.

• Strong grasp of digital customer experience, eCommerce, customer lifecycle management, and self-service strategies.

• Capacity to translate customer needs, behavioral insights, and business goals into digital strategies, roadmaps, and actionable requirements.

• Knowledge of upselling, cross-selling, retention, personalization, and customer engagement strategies.

• Experience using Google Analytics, FullStory, or similar digital analytics and behavioral tools.

• Proficiency in A/B testing, multivariate testing, segmentation, and personalization.

• Working knowledge of CRM, personalization, and marketing technology platforms.

• Ability to analyze intricate performance data and convert insights into actionable strategies and measurable enhancements.

• Experience in developing and monitoring digital KPIs, dashboards, and performance reporting using Looker, Power BI, or similar business intelligence tools.

• Understanding of UX/UI principles and customer journey optimization.

• Skills in cross-functional collaboration and stakeholder management.

• Strategic thinking, problem-solving, prioritization, and decision-making abilities.

• Exceptional written and verbal communication skills in English.

🏝️ Benefits

• Competitive compensation.

• Comprehensive medical, dental, vision, and life insurance.

• Employee assistance program.

• 401K plan with company match.

• Voluntary benefits.

• Paid time off programs.

• Wellness support promoting physical, emotional, and financial health.

• Remote, hybrid, office, or field-based work arrangements depending on the position, business needs, and individual circumstances.

• Technology enabling team connectivity.

• Occasional travel based on business needs.