CX Digital Journey Specialist (Account Exec level)

We are looking for a CX Digital Journey Specialist to join us here at Cheil UK on a secondment contract with our Samsung clients.

Why join our team?

The role will be an integral part of a wider CX digital team underpinning and enhancing the

overall customer journey for end users seeking support for their Samsung products or services

regardless of point of contact, Channel or DTC.

As a specialist you will:

• Help to grow and improve our Customer Experience (CX) offerings via digital customer
• journeys i.e. Learn | Repair | Contact.
• Support the CX - Digital and Customer Journey Manager with delivering on specific. activities and tasks attributed to wider CX projects that require digital enablement.
• Be a core part of the team demonstrating to internal CX collaborators that Digital Customer Experience is critical to the success of support with our end users, be they; consumer, business or channel throughout the whole product or service lifecycle.
• Work across local, European, HQ and partner teams to strengthen and ensure CX support propositions are promoted and front and centre of the digital Customer journey.

Your key responsibilities

Support the development of a long-term digital strategy including tactics for incremental growth.

Optimise support pages across support.com - Learn | Repair | Contact - using customer feedback and insights alongside operational critical metrics/data.

Analyse insights and provide regular and ad-hoc reports on online metrics including; the traffic, views, clicks , etc.

Identify current weaknesses and gaps across ‘support’ within the Samsung.com domain.

Working closely with our digital agency:

• Organising and prioritising workflows
• Creating briefs and managing through to delivery
• Web development and publishing
• QA/ testing
• Raising relevant approvals
• Escalating any issues
• Joining agency daily stand ups, QBRs and monthly buisness reviews

Understand the roadmap to ensure resourcing and prioritise are clear to deliver the CX strategic projects and updates.

Stay up to date regarding UX and online journey design standards/trends.

Collaborating with global and european offices for dotcom improvement opportunities.

Maintain and grow close working relationships across SEUK to support the overall success of CX while aligning with the overall digital strategy of SEUK i.e. greater DTC for both support and sales.

What we need for this role

To be successful, you will possess the following skills and attributes:

• Knowledge of web analytics tools e.g. Adobe Analytics, Google Analytics, etc.
• Knowledge of customer feedback tools e.g. Qualtrics
• Experience working with agencies and third party partners
• Workflow management experience
• Undertaking direct and non-direct competitor research
• Outstanding written to support both presentation and copy writing requirements
• Outstanding verbal communication skills to support collaboration, presentations and working within a team
• Digitally fluent in UX design and digital journeys
• Understanding of website architecture
• Knowledge of Content Management System (CMS) functionality
• Basic publishing skills via CMS and AEM
• Ability to work on project management platforms e.g. Jira
• Great with data analytics to provide insight alongside the ability to present key data

What does success look like?

You will bring to life the Digital Strategy and make Digital support our culture, understanding

and promoting the CX digital strategy to the wider Samsung business including HQ teams to

ensure that core messages and objectives are aligned between teams.

You will nurture relationships with partner agencies and support the CX - Digital and Customer

Journey Manager with: Web development – front and back end, UX front end design, Digital

trends and future technologies, QA & UAT testing and deliver on specific activities and tasks

attributed to wider CX projects that require digital enablement.

How will success be measured?

• Grow volume of digital only resolutions via dotcom support.
• Balance volume/% of Digital led Vs Agent led support.
• Cost reduction across all channels.
• Measuring on-page performance following on-site updates e.g. ABC tests.
• Grow and maintain key performance indicators such as:
• Customer Effort Score (CES)
• Net Promoter Score (NPS)
• Conversion (qty and £)
• Bounce rate %
• Customer Satisfaction (C-Sat)
• Right First Time(RFT)
• KPIs across whole customer journey (on-line & off line)