Digital Experience Lead at MultiChoice

Key Accountabilities:

Digital Journey Mapping

• Design and document end-to-end digital customer journeys, ensuring alignment with business goals and customer needs.
• Collaborate with cross-functional teams to identify key touchpoints and optimize user experiences across all digital channels.
• Implement strategies to improve digital interactions, ensuring a frictionless and satisfying customer experience.
• Use customer feedback, data analytics, and journey mapping insights to identify pain points and areas of improvement

Data-Driven Insights

• Analyse customer behaviour data to uncover trends and patterns that can inform journey optimization.
• Work closely with data teams to track and report on KPIs related to customer journeys, such as engagement, conversion, and retention metrics.

Operation Delivery

• Deliver customer-centric digital innovation based on customer insights, both within and across the brand portfolio for MAH.
• Ensure alignment across MAH Digital’s platforms and enable an integrated customer experience at all digital customer touchpoints.
• Identify and define Prioritisation parameters for the management of all digital products and platforms.
• Ensure that the Prioritisation parameters are in alignment with the overall Business and Customer function’s strategic objectives.
• Manage the portfolio of digital programmes and projects.
• Collaborate and align with Marketing and Communications teams on marketing of new features from GTM creative point of view.

Project Management

• Lead digital transformation initiatives that enhance customer journeys, managing projects from concept to execution.
• Ensure timely delivery of digital journey initiatives within budget and scope.

Governance and Stakeholder Management

• Use leading practice to define and establish solution design and UX design methodologies to ensure delivery of world-class Digital design capabilities.
• Advocate for the customer within the organization, ensuring that all digital touchpoints reflect the brand’s commitment to exceptional customer experience
• Develop and maintain trust relationships with key partners/stakeholders

 Qualifications:

• Bachelor’s degree in Marketing, Digital Media, Business, or a related field.

 Experience:

• 7+ years of experience in digital marketing, customer experience, or digital transformation roles.
• Proven experience in digital journey mapping and customer experience enhancement.
• Strong understanding of digital channels (web, mobile, social, email, etc.) and how they contribute to the customer journey.
• Proficiency in data analytics tools and customer journey mapping software.
• Excellent project management and communication skills.
• Ability to work cross-functionally and influence decision-making.
• Strong problem-solving skills with a focus on delivering customer-centric solutions.