Customer Experience manager/ Journey Expert til YouSee’s digitale hjælpeunivers.

Vil du være med til at skabe unikke brugeroplevelser i et online-univers med kæmpe udviklingspotentiale?

YouSee Digital Tribe holder til i vores nye Digital Warehouse, hvor IT og forretning arbejder side om side for at skabe en unik arbejdsplads, der sætter nye standarder for digitale kundeoplevelser , e-commerce, digital selvbetjening og kundeservice.

For at opnå vores høje ambitioner for yousee.dk startede vi 2017 med at sammensætte en ny tværfaglig, agil organisation inspireret af Spotify og Google. Her er højt til loftet, lange beslutningsveje bliver buhet ud og de enkelte teams har fuld beslutningskompetence og leveringsansvar.

Som Customer experience  Expert har du ansvaret for kunderejsen hos os og spiller en vigtig rolle i realiseringen af vores ambitioner, der skal gøre det nemt, relevant og interessant for vores kunder at bruge yousee.dk. For at gøre kundeoplevelsen endnu bedre leder vi derfor efter en dygtig Customer experience  Expert med en solid forståelse for digitale kunderejser og webanalyse til vores Guided Help Squad, der arbejder med den digitale kundeservice på yousee.dk.

Jobbet
Du vil indgå i et stærkt team af designere, UX´er, webredaktører og programmører, som alle har til ansvar at sikre nye løsninger, hvor kunderne er 100% i fokus. Du skal sikre, at hele teamet arbejder hen mod de løsninger, som giver bedst mening for vores kunder. Din viden får du gennem analyser af logfildata, kaldsstatikker, a/b tests, usability tests, kundekommentarer og andre digitale analyseværktøjer. Du vil også skulle opsætte surveys, være løbende i dialog med vores Call-center og SoMe team. Du vil sammen med vores UX’er have ansvaret for at skrive user stories på de løsninger vi udvikler.

Nøgleord: Kunderejser, kundeadfærd, webanalyse, kundefokus, kundecenteret udvikling, markedsføringsforståelse, marketing forståelse, bred forretningsforståelse, user journeys, Design sprints, prototyping, brugertest.

Du er

  • Du har som minimum 3 års digital erfaring, en uddannelse som enten kandidat fra CBS, ITU, RUC, AUC eller lignende. Du har erfaring med projekter fra f.eks. bureauverdenen eller arbejde i en større virksomhed
  • erfaren i dataanalyse, føler dig hjemme i programmer som Adobe Analytics og Google Analytics, ligesom du også besidder en solid, faglig kunderejseforståelse
  • vant til at overskue store datamængder og trække essensen ud til konkrete optimeringsforslag
  • udadvendt og har gode samarbejdsevner
  • allerede bruger af design sprints og agile arbejdsmetoder – eller ivrig efter at komme i gang
  • idérig, visuel og kreativt tænkende, udfordrer gerne det sædvanlige og er konstant på udkig efter nye veje og trends
  • vant til at jonglere med programmer som Adobe Analytics, Hotjar, Excel, Jira og lignende

Vi tilbyder
Nyoprettet og spændende stilling, hvor du får muligheden for at være en del af en virksomhed, der er i rivende udvikling, og hvor vi arbejder intenst på at skabe en særlig kultur præget af en uformel tone tilsat masser af engagement og professionalisme.

Vi arbejder i nye lokaler som er specialdesignet til den agile arbejdsmetode, har stærke tværfaglige kompetencer i et internationalt miljø med 160+ ambitiøse og dygtige kollegaer, og hylder frihed under ansvar.

Interesseret? Vi indkalder løbende til samtale i sommerperioden, dog primært i august.

IN ENGLISH: 

Do you want to create unique user experiences in an online universe with great development potential?

YouSee Digital Tribe is part of our new Digital Warehouse, where IT and business work side by side to create a unique workplace that sets new standards for digital customer experiences, e-commerce, digital self-service and customer service.

To achieve our high ambitions for yousee.dk, we created a new organization of blended disciplines in January 2017. This agile organization approach is inspired by Spotify and Google. Resembling the tall ceilings of a SOHO loft, in a raw warehouse atmosphere, we have reduced bureaucracy and empowered individual teams. We believe by having more autonomy and responsibility, the most qualified experts within product development can make better, more rapid decisions, improving time to market.

As a Customer Experience Manager, you will champion our knowledge of the customer and play an important role in the realization of our ambitions that make it easy, relevant and interesting for our customers to use yousee.dk. In our quest to continually improve digital customer experience, our Guided Help Squad seeks a skilled Customer Experience manager with a solid understanding of digital customer journeys and web analytics.

The job
You will be part of a strong team of designers, UX’s, web editors and programmers, all responsible for developing new solutions where customers are 100% in focus. Your role is to ensure that the entire team is working towards the solutions that give the best meaning to our customers. Your knowledge is obtained through log file data analysis, call statistics, A/B tests, usability tests, customer comments and other digital analysis tools. Furthermore, you will be initiating surveys and maintain an ongoing dialogue with our Call Center and SoMe team. Together with our UXs, you will be responsible for writing user stories on the solutions that will be developed.

Keywords: Customer reviews, customer behavior, web analytics, customer focus, customer center development, marketing understanding, broad business understanding, user journeys, design sprints, prototyping, user test.

We expect

  • You have at least 3 years of digital experience, either a graduate degree from CBS, ITU, RUC, AUC or similar. You have experience from an agency, consultancy or have worked in a larger company.
  • Experience in drawing conclusions from data analysis, using Excel and extracting basic insights from applications like Adobe Analytics and Google Analytics, just as you also possess a solid, professional understanding of customer journeys
  • You can identify needs for data, formulate briefs and tie separated bits of insight together to form concrete optimization proposals
  • You are outgoing, positive, take initiative and have great collaboration skills.
  • You are already now involved in design sprints and agile work methods – or you are aware of the methodology and are eager to get started
  • You challenge the status quo, have an In-depth, visual, creative mindset and are on the constant look-out for new trends
  • Experience with Adobe Analytics, Hotjar, and Jira would be a plus

We offer
A newly created and exciting position, where you get the opportunity to be part of a company that is in rapid development. There should be no dull moments as we work intensively to create a special culture characterized by an informal tone and a heavy commitment to professionalism.

We reside in a newly built premises “The Digital Warehouse” (May 2017) that has been specially designed for the agile work method. Your work environment consists of 160+ ambitious, talented, international colleagues who take pride in celebrating freedom with responsibility.

Application and contact.

The application deadline is June 31 however we are holding interviews on a regular basis as we want to fill the position as quickly as possible.
You will hear from us within 3 weeks of the application deadline. If you have questions regarding the role, you are welcome to contact Chapter Lead Amalie Sundberg at amsu@yousee.dk.

Apply/ Søg stillingen her. 

Skriv i din ansøgning, at du så jobbet på bureaubiz.dk

Information