Digital Customer Experience Manager

at  Tesco

About the role
This is a fast paced and dynamic role which drives excellence in customer experiences of the Tesco Mobile website. The Digital Self-Service manager will drive digital self-service within Tesco Mobile, with a key focus on digital containment.
With responsibility for leading improvements to in-life digital customer experiences, this is a high profile and dynamic role that closely interacts with a wide variety of stakeholders and internal/external partners.
The role sits in an overall squad of 7. You’ll join a high performing team to constantly improve performance and customer outcomes.
You’ll work with brilliant colleagues, great external partners and be instrumental in continuing to drive and evolve the team as we continue our Agile transformation.
You’ll work closely with key partners across the business to share insight, align on key activities and feed into wider strategic improvements for the platform.

You will be responsible for

• Lead, plan and execute a roadmap of initiatives to drive customer adoption and usage of digital self-service
• Work with the digital self-service squad and other stakeholders to identify and improve the end-to-end experiences that will have the biggest impact on reducing service contacts to our call centre and retail stores, putting the customer in control of their own Care experience.
• Day-to-day operational management of, and improvements to, the Digital service online channel, including content updates for support and information pages within the website and any other customer facing touchpoints
• Proactively identifying opportunities to improve digital service KPIs, engage with key stakeholders to drive improvements and see all resulting projects through to agreed conclusion
• Focus on digital goal completion and contact reduction by working with the wider digital self-service squad to drive online service funnel improvements and customer experience improvements
• Apply cross channel thinking and use internal feedback loops to optimise service journeys and interaction points across channels to minimise / automate handoff, reducing effort for customers
• Collaboratively use data to identify opportunities to improve our digital service experience, with a key focus on driving initiatives which will have the biggest impact on customer outcomes
• Lead on briefing agencies (when required) to produce marketing collateral to support digital service initiatives e.g. web banners, videos
• Have a deep understanding of digital self-service KPIs, be able to clearly articulate a narrative of current performance and identify both tactical and strategic improvement opportunities
• Identifying and evaluating new technologies to support and enhance our future digital service experience
• Constantly review the digital self-service landscape to have a clear understanding of innovation in the area, who the leaders are and what our future direction should be

You will need

• Great leadership and communication skills (influencing, leadership, great communication)
• A track record of delivering digital experience that have driven outstanding customer outcomes
• A driven and proactive approach to work
• Excellent communication skills
• Strong organisation skills and a high level of attention to detail
• Ability to manage multiple projects at any given time
• An analytical mindset with experience of analytics tools
• Experience of content management systems. Adobe preferred
• Experience of working in telco / subscription based / tech brand desirable
• You should be adaptable, inquisitive and comfortable with ambiguity - we’re on a journey to becoming an Agile business

About us
A 50-50 joint venture between Tesco and VMO2 that was established back in 2003, Tesco Mobile has gone from strength to strength as we’ve launched into new services and markets. With more than 5 million customers, we’re the largest mobile virtual network operator in the UK. We’re proud to have an inclusive culture that’s uniquely Tesco Mobile, with a strong sense of community, plus all the benefits of working for one of the shareholders.
We care for human connection and we keep our customers at the heart of everything we do, which is why we’ve embraced the Agile way of working. Agile is more than just a methodology – it’s a liberating journey that puts customers and purpose first. It empowers us to self-organise, collaborate, co-create and rapidly inspect and adapt everything we do – allowing us to respond at pace to our customers’ needs. It encourages variety of thought and enables us to thrive, both individually and collectively.
We are proud to have an inclusive culture at Tesco where everyone truly feels able to be themselves. At Tesco, we not only celebrate diversity, but recognise the value and opportunity it brings. We’re committed to creating a workplace where differences are valued, and make sure that all colleagues are given the same opportunities. We’re proud to have been accredited Disability Confident Leader and we’re committed to providing a fully inclusive and accessible recruitment process. For further information on the accessibility support we can offer, please click here.
We’re a big business and we can offer a range of diverse full-time & part-time working patterns across our many business areas, which means that we can find something that works for you. We work in a more blended pattern - combining office and remote working. Our offices will continue to be where we connect, collaborate and innovate. If you are applying internally, please speak to the Hiring Manager about how this can work for you - Everyone is welcome at Tesco.
What’s in it for you

We’re all about the little helps. That’s why we give our wonderful colleagues bags of benefits. Including wellbeing services, an award-winning pension scheme and much, much more, our colleague reward package keeps on giving. And helps make every day a little better for you and your family. These include but are not limited to:

• Annual bonus scheme of up to 20% of base salary
• Holiday starting at 25 days plus a personal day (plus Bank holidays)
• Buy holiday salary sacrifice scheme (for salaried roles)
• Private medical insurance
• Retirement savings plan - save between 4% and 7.5% and Tesco will match your contribution
• Life Assurance - 5 x contractual pay
• 26 weeks maternity and adoption leave (after 1 years’ service) at full pay, followed by 13 weeks of Statutory Maternity Pay or Statutory Adoption Pay, we also offer 4 weeks fully paid paternity leave
• The right to request flexible working from your first day with us
• Free 24/7 virtual GP service, Employee Assistance Programme (EAP) for you and your family, free access to a range of experts to support your mental wellbeing
• A Colleague Clubcard for you & a family member (after 3 months of service), giving you access to lots of discounts in-store & online
• Great colleague deals and discounts, saving you money on everyday purchases, eating out and utility bills for the home
• Access to our colleague networks providing a space for colleagues to come together from a range of backgrounds. For more information about our colleague networks please click here
• Opportunities to get on - take advantage of our ongoing learning opportunities and award-winning training, to help you achieve the job and career you want

Click Here to read more about the full range of benefits we have available for our colleague

• Lead, plan and execute a roadmap of initiatives to drive customer adoption and usage of digital self-service
• Work with the digital self-service squad and other stakeholders to identify and improve the end-to-end experiences that will have the biggest impact on reducing service contacts to our call centre and retail stores, putting the customer in control of their own Care experience.
• Day-to-day operational management of, and improvements to, the Digital service online channel, including content updates for support and information pages within the website and any other customer facing touchpoints
• Proactively identifying opportunities to improve digital service KPIs, engage with key stakeholders to drive improvements and see all resulting projects through to agreed conclusion
• Focus on digital goal completion and contact reduction by working with the wider digital self-service squad to drive online service funnel improvements and customer experience improvements
• Apply cross channel thinking and use internal feedback loops to optimise service journeys and interaction points across channels to minimise / automate handoff, reducing effort for customers
• Collaboratively use data to identify opportunities to improve our digital service experience, with a key focus on driving initiatives which will have the biggest impact on customer outcomes
• Lead on briefing agencies (when required) to produce marketing collateral to support digital service initiatives e.g. web banners, videos
• Have a deep understanding of digital self-service KPIs, be able to clearly articulate a narrative of current performance and identify both tactical and strategic improvement opportunities
• Identifying and evaluating new technologies to support and enhance our future digital service experience
• Constantly review the digital self-service landscape to have a clear understanding of innovation in the area, who the leaders are and what our future direction should b