CX Optimization Lead

The CX optimization expert position is a client-facing role, requiring deep business knowledge combined with a flare to tease out insights from digital/web analytics data to drive key business metrics and personalization.

To work with clients and, internal sales/solution teams and technical consultants to understand client's unique business requirements, guide technical consultants and help clients achieving their strategic goals (primarily related to their digital strategy). 

In addition, to help clients across all the phases of their digital analytics life cycle and support them effectively in getting value out of their Web Analytics & optimization tools. Though not a technical position, having prior digital analytics testing and personalization experience & candidates with a value and business outcomes bent of mind would be preferable. 

Responsibilities: 

• Gain an in-depth knowledge of a client's website architecture, online business model, and online marketing strategy 


• Help narrow down problem statements for the client through research of client website, financial reports, client interviews and industry insights


• Help Prioritize issues, use cases and analysis based on impact and feasibility.


• Make recommendations based on analysis and industry driver to impact customer’s digital strategy


• Gather, document and help form/guide client business requirements, key performance indicators and other functional requirements 


• Support internal technical consultants, client's developers and third parties throughout the implementation process from a business perspective 


• Support clients in their reporting, dash-boarding and ad-hoc analysis requirements 


• Use web analytics tools like Adobe Analytics, Google Analytics (GA4) , Adobe Target, Optimizely and other tools like Excel to derive insights out of omni-channel digital data based on client’s reporting, testing, personalization & ad-hoc analysis requirements  


• Identify customer pain points and ideation for improving user engagement on digital channels


• Identify key business impacting use cases, prioritize them and build a roadmap of the use cases.  and also support to set up campaigns using the Target tool.


• Build detailed wireframes and manage their creative production in order to accomplish testing goals


• Chalk out analytics maturity phases and help clients to move up their analytics maturity curve, thus maximizing the value from Web Analytics tools 


• Should be adept with Microsoft Office suite for creating and communicating the analyses/strategies to the client 


• Should be the primary business owner of Digital Analytics & Optimization implementation across different customer touchpoints 


• Interact frequently with clients via phone, email, and/or in-person-including interaction with marketers, analysts, web developers, and C-level executives 


• Manage multiple client engagements simultaneously 


• Manage customer expectations appropriately and keep projects on schedule and within scope 


• Become an expert in the use of Adobe/Google products and the methods by which they can be used to effectively optimize online businesses 


• Work to educate clients on the best practices in relation to their specific industry and key business requirements 


• Keep accurate daily records of client billable time 

Additional Responsibilities: 

• Act as ‘the’ business owner and key strategic consultant for the clients 


• Innovate with different approaches for business analysis and should not hesitate to explore new and challenging areas like using advanced analytics to solve customer’s unique problems 


• Support additional team members by mentoring and teaching 


• Work closely with the technical consultants to ensure implementation best practices are followed and optimize the implementation, if needed. 

Required Skills & Must haves

• 8-10 years of relevant experience working in web analytics and testing/personalization workstreams or related field with a strong business focus


• Strong expertise and experience in Optimizely/Adobe target and Google Analytics (GA4)


• Solid understanding of online marketing, tools and related digital technologies 


• Good understanding of personalization and optimization programs on digital channels (primarily websites, mobile apps)


• Have sound logical reasoning and exploratory data analysis skills. Should be adept with web analytics tools for advanced reporting, monitoring, dash-boarding, advanced analytics to solve business problems 


• A good understanding of other analysis tools like Excel 


• Solid understanding of general/digital business models, concepts and strategies specific to some/all of verticals like Retail, BFSI, Media, Automotive, High-Tech, Education & Healthcare 


• Exceptional organizational, presentation, and communication skills- both verbal and written 


• Extensive knowledge of Microsoft Office 


• Must be self-motivated, responsive, professional and dedicated to customer success 


• Possess an innovative, problem-solving, and solutions-oriented mindset 


• Demonstrated ability to learn quickly, be a team player, and manage change effectively 

Education:

Graduate or Post Graduate Degree Experience

Must-have skills

Experimentation, optimisation, Digital analytics

Good-to-have skills

SQL, adobe target, Google Analytics