Senior Digital Manager

Description:

As the Senior Digital Manager, you would use data and analytics to measure digital performance, identify improvement opportunities, make recommendations, and drive decisions that strengthen customer engagement, customer satisfaction, and operational efficiency.

In this role, you will play a key role in digital governance, design, tool selection, and cross-functional collaboration to ensure seamless integration of systems, processes, and customer journeys.

You will contribute to the Customer Experience strategy, playbook creation, retrospective evaluations, and future-oriented goal setting.

In this role, you will create and be responsible for defining and executing the digital roadmap, developing business cases, providing recommendations, and leading initiatives that improve digital self-service, the onboarding experience, member retention and other metrics.

As the manager, you will define and implement Customer Experience governance and process frameworks, establish escalation protocols, issue resolution processes, and initiative tracking mechanisms.

You will work with the Strategy department to define and manage customer journey hierarchies, assign journey ownership, and establish performance standards and dashboards to monitor journey success.

Your role will define, set, and govern performance metrics across digital channels to ensure alignment with organizational objectives.

You will lead the optimization and performance improvement of digital channels.

Key Experiences You Bring To This Role
 

• Bachelor’s degree (or equivalent) with a major in Digital Media, Marketing, Business, Computer Science, or related discipline.
• Strong understanding of digital platforms, UX/UI principles, cloud solutions, data analytics, and marketing technologies.
• 8+ years of related experience in digital strategy including:
• experience managing multi-channel digital ecosystems.
• experience leading digital initiatives from concept to execution.
• experience driving and measuring business outcomes.