Digital Experience Management (DEM) Advisory Role Description
Skills: DEM Advisor
Experience: 8-11 Years
Hybrid Work Set Up (11 days WFO)
Shift: 12 Noon to 9 PM IST or 1PM to 10 PM IST
Location: Noida/Pune/Bangalore/Chennai/Hyderabad
Purpose
The Junior Digital Experience Advisor leads the BAU activities for the DEM Advisory Services. Working directly with the account team and with the customer (via the account team) to drive the service along the Digital Experience Improvement Roadmap.
Owning the DX Strategy, DX Improvement Roadmap, DX Measures Dashboards, DX Communications and DX Governance Framework they will be the trusted advisor and evangelist for all things digital experience.
The Junior Digital Experience Advisor will maintain the roadmap by analysing experience dashboards and measures (sentiment, telemetry service in DEM Tooling, Service360 PowerBI) and collaborating with the DEM Capability and Service Operations teams to identify root cause corrective actions.
As part of the governance framework the Junior Digital Experience Advisor will manage the feedback loops. They will be responsible for creating content to share information to and gather feedback from the end-users, customer, account team and service operations. For example: surveys, written DX updates the Virtual DX Roadshow. Content templates and approaches will be defined by the Senior Digital Experience Advisor.
The Junior Digital Experience Advisor will have access to a number of Senior Digital Experience Advisory days. These are to be used when additional support is required. For example coaching and managing the DX Framework.
The Senior Digital Experience Advisor will be expected to periodically support:
- Customer facing workshops: setting DX strategy, updating experience measures, prioritising improvement roadmap etc.
- Maintenance of the improvement roadmap
- Identification of pull-through opportunities
- DEM Advisory Service Improvements: current approaches, dashboarding enhancement