Nuance

Digital Optimization Strategist - home office/remote working option

UK-London | UK-Remote
Job ID
1-35124
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

The Digital Optimization Strategist will be responsible for maintaining the Analytics and recommending optimizations for the program of Nuance EMEA clients. 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.

 

 

Principal duties and 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

Qualifications:

 

Minimum years of work experience: 5+ Years

 

The Digital Optimization Strategist must have superb communication skills (both written and oral), including group presentation skills and is comfortable in interfacing with various levels of internal and external stakeholders, technical and nontechnical staff

  • This position requires the employee to apply knowledge of mathematics, statistics, and principles of finance to interpret data to determine actionable program improvements
  • Must have the ability to define problems, collect data, establish facts, and draw valid conclusions
  • Technical understanding of software development lifecycle, methodologies, and configuration management
  • Knowledge of Microsoft Office, including the ability to communicate complex data and ideas through Microsoft PowerPoint presentations
  • Experience with Internet software and Database software 
  • Experience with standard Web Analytics systems, Jira, and Confluence is a plus
  • Language: English. Another language (French / German) is highly appreciated.

Preferred skills:

 

Three or more years of experience with technology consulting, eCommerce, Web Analytics, and/or project management role or experience within an operational group in Digital or Marketing is preferred

  • Previous SaaS client support
  • Experience with digital self-service
  • Project management experience and/or certification   

Education: A Bachelor's degree, preferably in business, is desirable or five years of relevant experience 

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