Ziply Fiber · 1 month ago
Senior Digital Customer Experience Manager
Everett, Washington, United States
Full-time
Hybrid
Mid, Senior Level
$82K/yr - $138K/yr
4+ years expZiply Fiber is dedicated to enhancing the connected lives of communities by providing the fastest home internet in the Northwest. The Senior Digital Customer Experience Manager leads data-driven improvements across digital platforms, focusing on enhancing customer experiences through strategic initiatives and cross-functional collaboration.
InternetManufacturingTelecommunications
No H1B
Responsibilities
Manage digital user flows across the App and Website to align with the prospect or customer’s desired experience and to support key e-commerce and customer care business drivers
Define, lead, and often execute digital optimization initiatives to simplify and enhance the customer experience and deliver the desired business impact
Build efficient and scalable processes to use data, competitive analysis, best practices, and research to assess friction points and identify opportunities for optimization within our digital prospect and customer journeys
In partnership with sales, business segments, marketing and analytics, establish clear objectives and success metrics for new projects and monitor performance of key performance indicators (KPIs). Work with analytics to develop reporting frameworks and methodologies to measure effectiveness
Identify trends and hypothesis through data analysis, mapping the digital customer journey, customer segmentation, and by conceptualizing content plans to inform a test and learn roadmap, and work with key partners to implement
Collaborate with partners to research, diagnose and identify issues and possible solutions to improve the customer experience. Working with stakeholders and user experience (UX) design, develop wireframes and designs that articulate the improved digital experience
Advise, inform, and contribute to digital go-to-market and merchandising plans as an advocate for the voice of the consumer
Performs other duties as required to support the business and evolving organization
Qualification
Required
High school diploma or GED
Bachelor's degree (BA/BS) required or equivalent experience in a related field such as digital marketing, business, user experience design, or data analytics
Minimum of four (4) years of experience in digital product management and customer experience
Eagerness to learn new things and a passion for, and knowledge of, rapidly evolving digital best practices for brand, lead gen, e-commerce, and MarTech solutions
Ability to analyze, interpret, and use data to drive experiments, A/B testing and customer experience improvements
Strong experience in digital content strategy, SEO principles, CX management, e-commerce, journey mapping, and site merchandising best practices (including optimization and personalization). UX Design experience a plus
Command of website development lifecycle and processes
Ability to lead/manage multiple projects while coordinating efforts across a variety of functional areas
Understanding of and experience with most key MarTech/Web solutions including Sitecore CMS, Adobe Experience Cloud (Analytics and Target), Google Analytics and Qualtrics
Exceptional written and verbal communication skills
Strong analytical approach to presenting recommendations and making decisions
Ability to work autonomously, think independently and resourcefully problem-solve
This position is a hybrid position working in the Kirkland office 1-2 days per week with minimal travel required
Preferred
Experience working for companies with e-commerce and/or self-service, technology, software, or subscription products (Telecom/Cable/Wireless a plus)
Benefits
Medical
Dental
Vision
401k
Flexible spending account
Parental leave
Quarterly performance bonus
Training
Career growth and education reimbursement programs
Company
Ziply Fiber
Ziply Fiber offers fiber-optic phone, TV, and internet with coverage checks, support, and package details.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$500MKey Investors
Cable ONE
2024-11-05Acquired
2022-11-04Corporate Round· $50M
2022-09-08Private Equity· $450M
Leadership Team
David Bohan
Chief Financial Officer
Christopher Denzin
Chief Operating Officer
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Company data provided by crunchbase