Digital Strategy Manager

Location: Seattle, WA
Date Posted: 11-06-2017
Employment Status:  US Citizen or Green Card

Essential “Key” Summary
Strategy professionals apply deep strategy development, architecting value and operating model architecture skills, influence through insight and partner with our clients to make bold decisions on priority C-Suite issues. Provide deep understanding of our clients’ industry landscape and business options in the context of global, economic, technology and social trends.
Job Description
Customer Service professionals build on a customer-centric service strategy to deliver foundational organization, business process, and technology capabilities required to deliver an optimal customer service.
Experienced Web self-service technology architect to help shape and deliver the benefits of this transformational offering. This role will require collaboration with engagement teams to architect innovative customer interaction solutions which significantly improve business results.
Essential Responsibilities
  • Analysis and diagnosis of current client digital self-service strategy
  • Managing the strategy and design efforts of the entire digital solution which may include web, mobile, tablet and social
  • Developing a digital strategy and design that complements and enhances traditional customer service channels
  • Developing a strategy that personalizes the digital experience based on customer attributes and preferences
  • Development of an omni-channel knowledge management strategy
  • Transforming client vision into concrete business requirements
  • Supervising business diagnosis and planning activities
  • Assisting in formulating the specific solutions to address gaps
  • Assisting in developing implementation plans for proposed projects, including timelines, resource requirements and cost estimates
  • Developing and tracking to a business case, measuring the value generated from increased web traffic
  • Transforming client vision into concrete business requirements - Supervising business architecture and process design activities
  • Developing and testing business processes, capabilities, and architectures - Preparing the client for deployment (communications, training)
Essential Basic Qualifications
• Bachelor's degree
• Minimum of 4 years’ experience in a digital service role
Minimum of 4 years’ experience at a consulting firm or equivalent in an internal consulting role
Essential Professional Skill Requirements
• Proven ability to build, manage and foster a team-oriented environment
• Proven ability to work creatively and analytically in a problem-solving environment
• Desire to work in an information systems environment
• Excellent communication (written and oral) and interpersonal skills
• Excellent leadership and management skills
Preferred Qualifications
• 2 years’ experience in contact centers
• Overall understanding of how to drive and measure Web Self Service
• Project experience including the following project phases: project ROI and Business Case
   development, project design, project deployment, project leadership role and project benefits
• Experience with value identification and business case development
• Knowledge of user interface design and best practices
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