Digital Customer Experience Executive

Tesco Mobile is a totally unique business, a 50/50 joint venture between Tesco and VMO2 that launched back in 2003 and has gone from strength to strength as we’ve launched into new services, markets and customer propositions. Tesco Mobile has more than 5 million customers and is an award-winning business, that instils agile methodologies and cultivates a fantastic can-do attitude across its teams. We are always on the lookout for the best talent, be that from our two shareholders or the wider industry. Working at Tesco Mobile means being employed by one of our joint venture shareholders – Tesco or VMO2, our Head Office vacancies are advertised under both brands. Our culture is uniquely Tesco Mobile with a great sense of community, but with all the benefits of working for one of the shareholders as well. We pride ourselves on being a company where everyone’s welcome and truly feels able to be themselves. We not only celebrate diversity but recognise the value and opportunity it brings in helping us to care for human connection – we are supermarket mobile! About the Team This is a fast paced and dynamic role which drives excellence in customer experiences of the Tesco Mobile website. The Digital Customer Experience Executive will drive digital self-service within Tesco Mobile, with a key focus on digital containment. With responsibility for delivering improvements to in-life digital customer experiences, this is a dynamic role that closely interacts with a wide variety of stakeholders and internal/external partners. The role sits in an overall squad of 7. You’ll join a high performing team to constantly improve performance and customer outcomes. You’ll work with brilliant colleagues, great external partners and be instrumental in continuing to drive and evolve the team as we continue our Agile transformation. You’ll work closely with key partners across the business to share insight, align on key activities and feed into wider strategic improvements for the platform. You will be responsible for: With your squad you will plan and execute a roadmap of initiatives to drive customer adoption and usage of digital self-service Work with the digital self-service squad and other stakeholders to identify and improve the end-to-end experiences that will have the biggest impact on reducing service contacts to our call centre and retail stores, putting the customer in control of their own Care experience. Day-to-day operational management of, and improvements to, the Digital service online channel, including content updates for support and information pages within the website and any other customer facing touchpoints Proactively identifying opportunities to improve digital service KPIs, engage with key stakeholders to drive improvements and see all resulting projects through to agreed conclusion Focus on digital goal completion and contact reduction by working with the wider digital self-service squad to drive online service funnel improvements and customer experience improvements Apply cross channel thinking and use internal feedback loops to optimise service journeys and interaction points across channels to minimise / automate handoff, reducing effort for customers Collaboratively use data to identify opportunities to improve our digital service experience, with a key focus on driving initiatives which will have the biggest impact on customer outcomes Have a good understanding of digital self-service KPIs, be able to clearly articulate a narrative of current performance and identify both tactical and strategic improvement opportunities Constantly review the digital self-service landscape to have a clear understanding of innovation in the area, who the leaders are and what our future direction should be You will need: Great communication skills and the ability to influence across the business A track record of delivering customer experience improvements that have driven outstanding customer outcomes A driven and proactive approach to work Strong organisation skills and a high level of attention to detail Ability to manage multiple projects at any given time An analytical mindset with experience of using data to drive action Experience of content management systems is preferred but not essential Experience of working in telco / subscription based / tech brand desirable #LI-HS1 #LI-Hybrid What's in it for you: We’re all about the little helps. That’s why we give our wonderful colleagues bags of benefits. Including wellbeing services, an award-winning pension scheme and much, much more, our colleague reward package keeps on giving. And helps make every day a little better for you and your family. These include but are not limited to: Colleague bonus scheme Holiday starting at 25 days plus a personal day (plus Bank holidays) Buy holiday salary sacrifice scheme (for salaried roles) Retirement savings plan - save between 4% and 7.5% and Tesco will match your contribution Life Assurance - 5 x contractual pay 26 weeks maternity and adoption leave (after 1 years’ service) at full pay, followed by 13 weeks of Statutory Maternity Pay or Statutory Adoption Pay, we also offer 4 weeks fully paid paternity leave The right to request flexible working from your first day with us Free 24/7 virtual GP service, Employee Assistance Programme (EAP) for you and your family, free access to a range of experts to support your mental wellbeing A Colleague Clubcard for you & a family member (after 3 months of service), giving you access to lots of discounts in-store & online Great colleague deals and discounts, saving you money on everyday purchases, eating out and utility bills for the home Access to our colleague networks providing a space for colleagues to come together from a range of backgrounds. For more information about our colleague networks please click here Opportunities to get on - take advantage of our ongoing learning opportunities and award-winning training, to help you achieve the job and career you want Click Here to read more about the full range of benefits we have available for our colleagues About us: Our vision at Tesco is to become every customer's favourite way to shop, whether they are at home or out on the move. Our core purpose is 'Serving our customers, communities and planet a little better every day'. Serving means more than a transactional relationship with our customers. It means acting as a responsible and sustainable business for all stakeholders, for the communities we are part of and for the planet. We are proud to have an inclusive culture at Tesco where everyone truly feels able to be themselves. At Tesco, we not only celebrate diversity, but recognise the value and opportunity it brings. We're committed to creating a workplace where differences are valued, and make sure that all colleagues are given the same opportunities. We're a big business with diverse working patterns and many business areas which means that we can find something that works for you. Everyone is welcome at Tesco. We have recently announced that we will be moving towards a more blended working week – combining office and remote working. Our offices will continue to be where we connect, collaborate and innovate. Please talk to us to about how this can work for you. NOTE: Should you be successful in your application, your offer will be subject to and conditional upon you providing your bank account details on your agreed start date. We're proud to have been accredited Disability Confident Leader and we're committed to providing a fully inclusive and accessible recruitment process. For further information on the accessibility support we can offer, please visit https://www.tesco-careers.com/accessibility