Digital Experience Manager

6 months ago

Wellington City, New Zealand Fujitsu Full time

**We are Fujitsu**

We use technology to make happier lives. We are a global leader in technology and business solutions that transform organisations and the world around us. We have a long heritage of bringing innovation and expertise, continuously working to contribute to the growth of society and our customers.

**About the role**

We are currently seeking a Digital Experience Manager to join our Wellington team.

As digital experiences become more and more important to overall customer experience, a digital experience manager is an essential member of the team.

As people are at the core of everything we do, this role will work in collaboration with the account team and be responsible for the overall people experience and device lifecycle function. The role is accountable for devices and modern desktop and will take full advantage of the digital experience toolsets proposed and engage the customers business with a focus on overall experience improvement. In the development of services, they take a product ownership role of the devices and desktops, working closely with the customer.

They are responsible for creating a stellar and successful digital experience for the customer, ensuring that each touchpoint of the customers journey is not only effective but engaging as well. The role of a digital experience manager is to:

- Improve customer satisfaction metrics
- Build customer loyalty
- Manage a Continuous Improvement Framework
- Manage end to end service experience

Being flexible in the role and willing to build bridges with other departments is critical as a digital experience manager.

Digital experience managers might also work closely with account managers. These two roles need to be aligned in terms of goals and customer needs, as ensuring a positive digital experience is important to meeting the overall goals and needs of the customer, which the account manager is responsible for.

**About you**

As a Digital experience manager your jobs include a host of other responsibilities as well, which revolve around understanding and using customer data to create a digital strategy that not only offers a personalized experience but leads to customer satisfaction. They might be responsible for some or all the following:

- Using a digital experience platform to assess customer feedback, data, and analytics, as well as improve the overall digital experience and customer experience based on analytics and derived insights.
- Govern, manage and facilitate end to end continuous improvement.
- Creating the digital experience strategy and assisting with the customer experience strategy
- Improving and managing the UX of the Device Lifecycle Service
- Managing and accessing the customer life cycle and the digital experience life cycle.
- Working closely with the customer account team ensure alignment on key messages, goals, and overall experience.
- Analysing consumer behaviour on current platforms.
- Monitoring customer interactions for insights and data.
- Managing customer relationships or working with the account manager to do so.
- Assisting with the organizations digital transformation efforts.
- Coordinating their efforts with their organizations human resources department, operations manager, project management teams, and more departments as needed.

**Digital experience managers should have experience and skills in a variety of disciplines. This can include but isn't limited to, the following**:

- 5 year + experience of leading & managing DX, preferably within Managed Services / Outsourcing.
- Working knowledge of new tools in digital experience and customer experience, along with established tools
- Demonstrates significant competency in the Digital Experience criteria & competencies before progressing.
- Demonstrates a breadth & depth in knowledge of SDM standards & practices
- Certification and working experience in an agile discipline
- Well-developed communication skills

**Why Fujitsu?**

We are an organization with a strong set of values and a history of respecting fairness and equality, whilst promoting diversity, equity, and inclusion. We constantly push ourselves to do better and strive to bring together a diverse mix of perspectives and talents in an inclusive environment, where we encourage our people to bring their full selves to work. We call this Be Completely You.
- **We put people first. We believe in the power of diversity to drive innovation and our Work180 accreditation, AWEI (Australian Workplace Equality Index) Gold Employer status, and Rainbow Tick certification for LGBTI+ inclusion show that we value an inclusive culture.**:

- **We offer tailored career paths across our global organization to support your professional and personal growth.**:

- **Our customers trust us. We have an excellent reputation across the region and globally.**:

- **Best in-class reward and recognition programs flexible work, volunteering leave, and more.**:

- **We live our values of aspiration, trust

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