Digital CX Project Manager

CCA Recruitment Group
Chertsey, UK
Closing date
14 Oct 2020

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Technology & New Media
Contract Type
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Role: Digital CX Project Manager

Location: Surrey

Salary: Up to £60,000 DOE + bonus + benefits

This is a new and exciting role for an experienced Digital CX Project Manager to join my client, so experience working for a customer centric digitally advanced company is essentail. Based at home and then at their HQ in Surrey.

Can you champion self-service, engagement and brand retention through innovation?

Do you understand what best in class digital support looks like?

Do you have experience identifying and implementing UX methodology across multi-channel?

Reporting to the Senior Manager CX Digital Channels, this role will be leading an exciting portfolio of digital improvement projects which will be rolled out across the business. You will own these projects end-to-end; from the foundational development, to strategy and framework, execution planning, quality control, operational process, and budget and partner management. It's a great opportunity to work with stakeholders across the business and make a big impact to the way customers perceive and experience the business.

This is a new role within the recently formed CX Digital Channels team, set up to deliver an ambitious and cohesive digital development strategy across all owned channels. This includes existing platforms as well as any future touchpoints and opportunities, like AR.

maintaining a roadmap of planned and active work, and provide end-to-end project management for all initiatives:

Scope project requirements, considerations and dependencies.
Define required objectives, with success measures and return on investment.
Prepare, negotiate and/or secure budgets.
Develop detailed project plans and supervise progress.
Line management responsibilities; oversee performance and output for allocated direct reports and/or agency resources.
Collaborate with internal partners and third party agencies where necessary to design, develop and implement new developments.
Deliver projects on time ensuring all quality standards and best practices are met.
Develop required support documentation including risk logs, copy decks, technical briefs or requirement specifications.
Research, monitor and report on performance using data analytics tools, gathering and sharing insights with relevant partners.
Develop relationships across the business and keep all partners informed of project progress via comprehensive and regular communications.
Highlight potential risks or malfunctions and act proactively to resolve issues.
Organise or create any handover documentation or training as part of the final deliverables.
Report on project outcomes, learnings and successes against initial critical metrics and return on investment simulations.
Seek opportunities for improvement and suggest new projects.Do you have:

Experience as a web/digital/interactive project manager or similar position in a comparable industry environment.
Experience using project management software such as MS Project, AtTask etc.
Experience handling development strategies across web, app and social.
Understanding web design, SEO, Accessibility and UX standard methodologies.
Confidence using data analytics tools such as Adobe or Google Analytics, with the ability to draw insights and make strategic decisions based on data.
Solid technical background with an ability to unpick complex problems.
Familiarity with Content Management Systems and basic HTML/CSS.
Experience managing, communicating and building collaborative relationships.
Excellent organisation and time management skills.If you are keen to learn more and apply for the Digital CX Project Manager role please follow the link
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