Senior Digital Adoption Lead

Posted By:
Zena Nicolson

Job Description:

This is an opportunity to join a leading enterprise company in Melbourne who are fully commited to driving a digital customer first approach.  Their strategy places customers at the centre, creating the best in market customer experience to make a positive contribution to the lives of their customers. 

The Purpose:

The pupose of this newly created role is to lead and deliver the adoption, usage and advocay of digital sales an self-service amongst new, existing and potential customers.  

The Responsibilities:

  • Plan, design, measure and continuously improve digital adoption programs, initiatives, tactics and campaigns to increase digital adoption, usage, advocay and loyalty.
  • Flex your creative business acumen - ideate, design, implement and test and learn
  • Create value to customers - build campaigns that positively impact customer experience and ROI
  • Through segmentation, personalise, target, leverage and draw insights to shape programs that positively influence adoption
  • Collaborate with cross-functional partners to lead and deliver seamless end-to-end customer journeys that may be humanless or a combination integrating human and humanless processes with a customer first approach
  • Measure the effectiveness, provide valuable insights to inform design and future planning. Present to insights to senior stakeholders, provide financial cost / benefit of initiatives across digital sales and self-service solutions 

Essential Skills / Experience:

  • You will be an experienced digital professional with proven ability to define, track and manage customer digital adoption programs
  • Possess the ability to interpret complex analysis, research and feedback relating to customer segments
  • Bring the experience to idenitfy and deliiver creative solutions to deliver te best in market digital customer experience
  • Enjoy working in a collaborative team environment where you are able to test and learn - take ownership and bring your ideas to life!

Client Description: