Nuance

Digital Optimization Strategist II

US-CA-Agoura Hills
Job ID
1-31407
Category
Customer Service / Support - All Openings
Pos. Type
Full Time

Company Overview

At Nuance, we empower people with the ability to seamlessly interact with their connected devices and the digital world around them.  We are creating a world where technology thinks and acts the way people do by designing the most human, natural, and intuitive ways of interacting with technology.
 
Our nimble technology uses analytics and advanced algorithms to transform the inanimate into animate and reduce complicated processes into simple ones.
 
Join our Enterprise team…great customer service starts here. We design virtual assistants for intelligent and effortless customer service helping customers find the information they need using whatever channel they prefer.

Job Summary

Reporting to the Client Services team, the Digital Optimization Strategist will be responsible for maintaining the analytics and recommending optimizations for the program of a major client. They will be responsible for delivering data-driven ideas to make the program perform better, including presenting these ideas and performance updates to the client regularly. The Digital Optimization Strategist will partner with the Client Service Manager to deliver on the client's needs.

 

Responsibilities: 

  • Ensure internal processes are understood and followed to enable client satisfaction, retention, and growth and ensure account is profitable for Nuance, including by identifying needs and opportunities for additional chat services and optimization opportunities
  • Inventory client site analytics, documenting performance of key funnels, flows and pages
  • Maintain launch and program documentation including business rule design, change management requests and support tickets
  • Baseline performance strategy creation for each client
  • Weekly client site performance tracking; deriving insights, key findings, and best practices to communicate internally and externally
  • Marry client site performance to chat performance trends
  • Produce data-driven slides for Business Review decks for clients, and present to clients; this may include limited travel
  • Prove out and challenge existing best practices and assist in documenting proven findings, approaches, and strategies
  • Assist in client planning and communication on strategic direction
  • Possess the capacity to perform essential duties with minimal supervision and direction, and to mentor others
  • Demonstrate success in working with complex strategic clients

Number Of Years of Experience: 5+

 

Required Skills: 

  • Excellent Communication skills (written and oral)
  • Creation and delivery of presentations
  • Data Analysis
  • Advanced Microsoft Excel skills

Preferred Skills: 

  • A/B and MultiVariate Testing
  • eCommerce
  • Understanding of web/digital concepts
  • Interest in learning new technologies

Education: Bachelor's degree in business, finance, marketing or related field preferred.

Additional Information

Nuance offers a compelling and rewarding work environment. We offer market competitive salaries, bonus, equity, benefits, meaningful growth and development opportunities and a casual yet technically challenging work environment. Join our dynamic, entrepreneurial team and become part of our continuing success.

 

Nuance Communication Inc.  is an equal opportunity employer.  We evaluate qualified applicants without regard to race, age, color, religion, sex, national origin, disability, veteran status, gender identity, sexual orientation and other legally protected characteristics. The EEO is the Law poster and its supplement is available here. If you need a reasonable accommodation because of a disability for any part of the employment process, please call 781-565-5000 – Human Resources Department and let us know the nature of your request and your contact information.

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