Digital Optimisation Analyst
A large Financial Organisation require a Website and Digital Optimisation Analyst for an initial 6 month contract. Hybrid model based out of Dublin.
Description
· Ensure online support content is of a high standard and easy to understand (Plain English approach)
· Ensure content tone is true to brand and transparent
· Monitor effectiveness of online support -Define and monitor feedback MI (internal and external) i.e. customer effort score/NPS
· Champion cross functional ways of working (content owners/ key stakeholders) to understand purpose and audience for support content and design customer-centric journeys
· Use site analytics (GA) to monitor traffic and behavioural metrics to deliver support at the best place and time in customer journeys.
· Champion customer-centric design of services defining criteria for success.
· Develop contact strategy in online help centres using a 'best channel for best resolution' approach ensuring most effective use of available channels with best outcome for customers.
· Ensure adequate support channels are deployed online in line with contact strategy i.e. Contact channels provided in appropriate Help centre journeys e.g. phone number, email, and chat.
· Employ appropriate processes and technologies to improve customer service and drive efficiencies within the business
· Engage with channel supports to ensure best outcome can is available to the customer within capacity of channels i.e. capacity to support (FTE /interaction volumes) and technologies available to them
· Drive change using data-driven decisions using multiple data sources (GA, CSAT, channel MI), market trends and competitor analysis.
· Clearly define and communicate requirements to technical expert teams
· Provide relevant updates, and report on, department priorities and key deliveries to multiple stakeholders in a simple and transparent manner.
Tasks
· Monitor performance of help centre to detect bugs/issues, substandard performance of section, page. Use relevant technologies to develop insights and user knowledge.
· Improve search functionality of Help Centre ensuring solutions found in top results for customer queries.
· Make changes to online journeys /search functionality (keywords used by customers)
· Use site analytics (GA) and customer feedback to identify pain points a prioritise tasks in backlog
· Detailed analysis of customer feedback (verbatim) to improve Help Center performance
· Engage with front line channel teams to gain insights from customer interactions phone/chat/direct messaging to improve Help Centre
· Optimise position Deploy contact channels in the help centre, such as phone, live chat or direct messaging, and monitor effectiveness (use, usability, usefulness).
· Define criteria and manage test schedules for improvements (A/B or multiple variant tests).
· Improve customer resolution evidenced in improved customer satisfaction (CSAT) and/or reduction in non-value contacts to other channels (reduce or deflect interactions)
· Review existing and proposed content changes to ensure online supports were compliant and within risk appetite of the business.
· Collaborate to promote the Help Centre as the preferred channel for customer support
Skills & Knowledge
· Excellent communication and interpersonal skills
· Data and metric interpretation (including website analytics, contact channels) and ability to use for purposes of reporting, decision making and forecasting
· Conceptualize issues/opportunities and problem solve
· Excellent time and project management
· Strategic thinker with ability to contribute to own department and business goals
· Customer centric service design with ability to interpret customer feedback and behaviour and translate into actions
· Excellent project management, process improvement, organisation and delivery skills
· Ability to persuade and influence senior individuals
· Excellent attention to detail
· Ability to work in a fast paced, demanding environment
· Demonstrated drive and self-motivation and ability to work on own initiative and within a team
Desirable skills
· knowledge
· Website design and layout knowledge
· CMS and knowledge bases and effective integration
For more info please contact Michael on 01 614 6058 or e:[email protected]
