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Digital Analyst / Manager

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Digital Analyst / Manager

Fixed-term, Full-time
Published on Jobat.be 13 days ago

Are you looking for an employer to guide your ICT skills in the right direction? Are you impatient to let your dynamism and ambition bear fruit in difficult projects? This is what we offer you at USG ICT, because we make the most of your knowledge and skills. Your mission: to carry out various missions and thus strengthen the results of our customers. 

 

Freelancers are also welcome ! 

Digital Analyst / Manager

Job description

Digital Analyst/Manager

? The Multi-Channel Digital Analyst/Manager will monitor and analyze the digital channel. Execute the digital transformation initiatives impacting the Retail processes.

? His/her main responsibilities cover the digital transformation and the business improvements of the operational departments within Retail with a focus on creating value and improving the digital customer experience.

? He/she will provide strategic digital orientation to create a coherent digital customer experience across all operational departments within Retail (CXC, Billing & Collections, Energy Services,…) acts as a coach towards the other team/squad members ensuring quality, continuity and operational excellence.

? He/She will work in the (W)e-Care squad and related scrums

Activities

? By pushing the right digital communications towards the selected customer segments (paperless communications, Ebill, … )

? By identifying the non-value added contacts and shifting them to self-service and thereby identifying and creating new self-serve functionalities.

? By defining, together with the first line manager, an incentive program for the first line Customer Care partners in order to create awareness and convert contacts to digital

? Set up dashboard to monitor the channels so that the right actions can be taken

? Profiling the digital company customer

? Analysis of impact of introduction of new functionalities/changes

? Monitor of campaigns/actions/market changes to push our Channels/Digital channels

? Explore other opportunities to increase the digital journey

? Review the website content to optimize the digital customer experience

? Optimizing the online User Experience and increasing the online first time right to offer customers an effortless digital experience and a mobile first self-service platform

? Balancing the right human interaction and the right digital experience to offer customers a convenient and personalized self-service platform.

Profile

Personal Skills (soft skills)

? Quick learner

? Analytic

? Methodical

? Client oriented

? Open minded

? Strong communication and convincing

? Strong Digital Affinity

? Hands-on mentality

? NL/FR/ENG

Skills

Strong communication and convincing as the Digital SPOC within the operational teams of Retail he must be able to talk, guide and convince other teams/stakeholder in order to carry out the improvements/changes

Client oriented

Strong ability to work in an operational environment with a strong focus on customer centricity

Strong Digital Affinity

being able to design, map-out and integrate digital strategic solutions, with the best User Experience (UX) and with the standards on the web. (hands-on mentality)

Offer

Talent must be pampered. That is why we not only offer you a permanent contract of indefinite duration in exchange for your knowledge and commitment. We also act as your career planner and look for the best opportunities, training and growth opportunities for you. In addition to your competitive salary, you will receive a lot of fringe benefits (daily allowance, group and hospitalization insurance, company car, ...). 

 

Are you a freelancer? Of course, you are also eligible and will receive a competitive rate. 

Function type:
Location
Requirements
Professional bachelor (Higher Education Short Type) At least 2 years experience Dutch, English, French