Job Summary
This role acts as the
end‑to‑end Subject Matter Expert (SME) for managing and continuously improving the
Service Excellence Program across all digital journeys, including
functional journeys, campaigns, and content publishing.
The role drives proactive monitoring, performance governance, issue resolution, and cross‑functional alignment to ensure digital experiences consistently meet business, customer, and brand expectations.
Roles & Responsibility
- Own post‑production monitoring for all web and app journeys to ensure availability, stability, and seamless customer experience.
- Proactively identify early warning signals using performance trends, customer behavior, and incident data.
- Drive continuous improvement through analytics, Net Promoter score, incident insights, customer feedback, and performance reviews.
- Own performance management across digital journeys, tracking health, drop‑offs, latency, errors, and campaign outcomes.
- Conduct regular service and journey reviews to identify stability, risk, and optimisation opportunities.
- Act as escalation owner for service risks impacting customer experience.
- Drive mitigation plans, workarounds, and permanent fixes in collaboration with product, technology, and vendor teams.
- Ensure timely communication, documentation, and closure aligned with service governance standards.
- Act as the single coordination point across Business, Product, Marketing, IT, UX, Analytics, Operations, and partners.
- Align stakeholders on priorities, service expectations, timelines, and remediation actions.
Skills & Competencies
Core Skills
- Strong expertise in digital platforms and end‑to‑end customer journeys.
- Proven experience in post‑production support, monitoring, service management, and performance governance.
- Hands‑on experience managing campaign‑driven and content‑led journeys.
- Strong analytical, diagnostic, and problem‑solving capabilities.
Stakeholder & Execution Skills
- Trusted SME with the ability to lead service excellence initiatives.
- Strong cross‑functional collaboration and influence without formal authority.
- Clear, structured communication with both technical and business stakeholders as part of Incident management.
- Ability to manage multiple journeys and priorities in a fast‑paced digital environment.
