Manager, Customer Experience - Digital Journeys

The Customer Experience Manager, Digital Journeys will play a critical role in executing the SquareTrade Europe digital plan over the next three years and beyond. You’ll be part of the Digital and Communications team, sitting in the Customer Experience function within Operations. 

We’ve got big ambitions to transform our digital experience: delivering great experiences whilst mitigating significant customer servicing costs. Today we operate in 12 markets across 13 languages. You will drive digital adoption across these markets, identifying and executing opportunities to drive uptake of self-service capabilities and enhance our end-end digital journey. 

The Customer Experience Manager will work closely with our Global Product and User Experience (UX) teams. You will play a key role in representing our European markets, working to influence Product Teams as well as supporting them with capability execution in Europe. 

Beyond Europe, you will help develop and lead key Global initiatives delivering value globally - across Europe, North America and Asia Pacific.

What you’ll do:
1. You will drive our customers digital adoption and self-service utilisation across our European markets.

2. You will identify and drive new capabilities that mitigate customer contacts

3. You will champion the customer experience, leading key programmes that will ensure our digital journeys are stand out and memorable for all the right reasons. 

How you’ll achieve it:

• You will lead Europe’s existing and future digital roadmap, including activity delivered on a Global Level and activity independent of Global Product Teams. 

• Provide analytical insight to identify key opportunities, understand key trends, customer pain points and business impact. 

• Work alongside Product Teams, our User Experience (UX) team and broader business stakeholders.

• You are passionate about innovation with a drive to explore new technologies and capabilities to enhance the digital customer journey. 

• You are forward thinking and have a creative mindset.

• You have experience working in digital channels, driving customer adoption and experience improvements

• You have strong collaboration and interpersonal skills; with an ability to build effective working relationships with internal and external parties to influence and drive change. 

• You’re able to work with a high degree of independence

• You have a strong analytical mindset; ability to draw on different data sources to identify trends, opportunities and track key KPIs.  

• You have an ability to manage multiple competing business priorities in a scale up environment.

Essential:

• Degree level educated

• Experience working with digital product teams and knowledge of user experience (UX) principles

• Experience performing analysis using a range of data sources to identify opportunities, support business case development and track key performance indicators. 

• Extensive experience engaging with internal and external stakeholders at varying seniority levels.

Desirable:

• Service Design experience 

• Experience working with different demographics across multiple languages in digital channels

• Knowledge of SQL is helpful, although not essential.