Digital Experience Specialist
Descrição do trabalho
POSITION SNAPSHOT
Location: Lisbon, Portugal
Company: Nespresso Portugal
Full-time
Mandatory English
POSITION SUMMARY
As a Digital Experience Specialist you will be responsible for UX (User Experience), customer journeys and ePersonalization strategies across Nespresso B2C and B2B e-commerce platforms to deliver an exceptional shopping experience, with a data-driven and customer-centric mindset and upon customer satisfaction targets. You will also be responsible for setting high standards in UI (User Interface), through web interfaces design and e-merchandising strategies, and for planning Content and Conversion Rate Optimizations.
In this role you will partner with a wide variety of cross-functional teams to gather and leverage relevant online and customer insights/feedback and ensure relevant and best-in-class online customer journeys for new and returning e-commerce visitors, to increase sales and customer satisfaction.
The ideal candidate is passionate about creating innovative and high-quality online user experiences and has a strong ability to combine creativity and customer centricity through data-driven insights.
A DAY IN THE LIFE OF A DIGITAL EXPERIENCE SPECIALIST
Account for a best-in-class UX/UI - User Experience & User Interface
- Define and manage the annual UX/UI activities roadmap, by leveraging online reporting/analytics tools, customer insights and feedback, and secure delivery in time, quality and compliant project execution across platforms and devices
- Design e-merchandising and content strategies according to local/ global guidelines, target audiences and online insights, by using UI mockups and prototypes to illustrate user flows and interactions across devices, and ensure best in class implementation
- Collect and evaluate requirements for new features, business products and services deployment, by collaborating with cross-functional teams (from business/commercial to technical and operations) and keeping a customer-centric mindset
- Create functional and visually compelling user flows and mockups for new features, business products and services deployment, and by doing so also drive awareness for online UX/UI best practices and support strong omnichannel strategies
- Support the identification and resolution of UX/UI issues through local or international support/operations teams.
- Build UX/UI standards and governance, promote a collaborative network to drive UX/UI awareness and provide guidance for best practices implementation and consistency across devices and platforms
Optimize customer journeys, personalization and web funnels performance
- Define personalized and consistent best in class customer journeys across Nespresso E-commerce channels to drive conversion.
- Develop an e-Personalization playbook to build and maintain personalization use cases and audiences, and promote report building and performance-based recommendations to optimize personalized content and customer journeys in collaboration with Analytics and CRM teams
- Manage the AB Testing roadmap and agency in collaboration with Data & Performance team to define and evaluate the performance of test cases, and plan the implementation of winning variants within the Ecommerce team.
- Partner with local cross-functional teams to drive optimizations in on-site conversion funnels,
WHAT WILL MAKE YOU SUCESSFUL
Collaborative and knowledgeable expert
- Build an UX/UI state of mind through playbooks, best practices and guidelines as much as by fostering collaboration, awareness and engagement across Nespresso Portugal and HQ teams
- Work closely with agencies and cross-functional teams
- Act as a knowledge & matter expert on assigned e-commerce scopes, providing guidance & recommendations, and contributing to UX/UI expertise within the organization.
Experience linked with Performance
- Stay updated on industry trends and best practices
- Leverage user flows, wireframing and mockup tools (like Figma) to articulate UX/UI design concepts into user-friendly and visual demonstrations
- Leverage basic knowledge of HMTL, CSS and JS to support best-in-class UX/UI implementations, and web accessibility
- Gather and keep track of customer insights and analytics and identify UX/UI report building needs.
- Promote consistent, contextual & relevant UX/UI and personalized customer journeys across all ecommerce platforms (including desktop, mobile sites and app), to increase conversion through the funnel
- Contribute to the definition of local eCommerce strategy and tactics, the annual OP and OMP by leading UX/UI topics
- Education & Experience
- Minimum of 3 years’ experience in UX/UI, e-merchandising and eCommerce platforms management (including mobile) – mandatory