Digital Experience Program Manager

PURPOSE OF POSITION:
The position is responsible for managing and executing digital strategies to improve Gas South’s customer experience. The Digital Experience Program Manager supports the design and implementation of features and experiences that attract new customers and drive self-service for existing customers. Responsibilities include managing Gas South’s digital customer experience (CX) and driving improvements (design/user testing/development) through the web, mobile and other self-service interfaces to attract and grow customers while also driving self-service adoption.

JOB RESPONSIBILITIES:
NOTE: The following are major responsibilities of this position. They are not intended to cover each aspect of the position as the scope and duties may change or be temporarily altered based on the current business needs of the Company. The basic requirement of every position is to perform all tasks as assigned by the reporting authority.

Evaluate emerging technologies and make recommendations for adoption where appropriate

Provide leadership and/or project management for Gas South digital initiatives

Manage and monitor the customer experience for digital products and channels to ensure they are well designed and meet customer expectations

Provide creative and UX direction to enable the digital marketing team to plan, execute, and measure experiments and marketing campaigns, using A/B and Multi-Variate testing to improve funnel performance

Work with digital agencies and other vendor partners to identify, develop UX and execute digital strategies and programs

Participate in the strategic development of digital campaigns and initiatives by providing UX thought and leadership

Drive digital strategy roadmap with continuous improvements and recommendations to improve digital customer experience (CX)

EDUCATION/KNOWLEDGE/EXPERIENCE:
Bachelor’s degree from four-year college or university

Minimum of 5 years at an agency or media company focused on the digital space

Experience with establishing and nurturing internal practices and processes for digital projects and products that integrate UX and design thinking into an organization

Knowledge of user experience and design

Knowledge in project management and process efficiency

Demonstrated competence and work on enterprise website or digital initiatives

Fluent with the Adobe Creative Cloud

Working knowledge of design tools and software

Basic-to-intermediate knowledge of HTML/CSS/JS

CORE COMPETENCIES:
Self-Management : Personal Credibility, Stress Management, Flexibility, Self Confidence, Initiative, and Thoroughness

People Competencies : Effective Communication, Builds Collaborative Relationships, Self-Awareness, and Interpersonal Awareness

Business Competencies : Technical Skills, Customer Focus, and Critical Thinking

Leadership Competencies : Decisiveness, Fostering Teamwork, Establishes Focus, Developing Others, Manages Performance, Empowering Others, and Strategic Thinking