Director, Digital Customer Experience

Job Description

What you will do:

Digital Customer Experience Leadership and Execution

Leads the Digital UX Center of Excellence and the Web Strategy initiative by managing the Avant-Garde product team as the Product Owner

• Develop the whole digital customer experience along with the new features, and capabilities for all brands working closely with the UX agency and development teams
• Creates comprehensive strategies and triangulate data from different sources to develop a broad picture of front-end content, local pages, and other new UX opportunities, like extending to other areas of the website (home page, plans page, brand pages). Manage effectiveness through performance metrics and impact to customer purchase decisions.
• Communicates to executives and other key stakeholders the front end & local content strategies that drive user experience and the vision for future improvements that support customer needs and business objectives. Also, conducts competitive and industry research to identify best practices and serves as a resource to the broader web team on these issues.
• Leads team of Agency user experience designers and architects that translate requirements into detailed page layouts/UIs, color palettes, typography, wireframes, system flows, iconography and user interface elements.
• Leads the new eCommerce agile and publishing team, and IT Software Engineers to build consensus around design requirements and scope. Partners in the prioritization process to manage and execute against the release schedule.
• Leads the Digital UX Center of Excellence by establishing the design systems, governance and workflows for all digital assets for new websites.

Leads the content delivery teams and is responsible for "Best in Class" content delivery technologies architecture

• Develop, deliver and own the end-to-end local store pages and new front end website pages, content and site section including designs, process, and deliverables including user flows, wireframes and prototypes, functional/business rules and requirements to effectively conceptualize and communicate high-level UX design strategies and detailed interaction behaviors across all platforms and devices.
• Leads management and implementation of BazaarVoice Rating and Review Content product. Ensures all products have syndicated rating and reviews content and sets up the proper connections so that our customers have a vehicle to submit ratings and reviews across our product portfolio. Collaborates with IT, eCommerce, acquisition and retention brand leaders, channel leaders, functional leaders and 3rd party agencies (TA, RazorFish, Digital Commotion, Yext) to define local and website content future initiatives and projects.
• Responsible for building the "Best in Class" content delivery architecture by leveraging the DAM/PIM platforms to centralize and streamline the content delivery across all channels

Website Domains & Hosting

• Responsible for all DMEC /TracFone enterprise website domain purchases, maintenance, and legal compliance.
• Responsible for 3rd party website hosting of microsites and 3rd party blogs.

Search Engine Optimization (SEO) strategy & management

• Liaison for SEO Strategy & implementation
• Ensure SEO practice on all TF, NT, ST, SM & TW properties are enforced and optimized
• Ensure all web architecture, page titles, meta tags, URLs, etc. are optimized audited and maintained.
• Ensure partners/vendors are aligned with industry standard updates & changes (ie. Google search).
• Provide POV and act as SME on TF website properties front end implementation.
• Weekly and monthly reports to the DMEC group on KPIs, competition, optimizations, and improvements.

Required Experience

• Bachelor's degree required
• 8 years of technical ecommerce experience with focus in technical implementation, seo, pixels and tags.
• Website analytics implementation experience required.