Tesco Mobile is a totally unique business, a 50/50 joint venture between Tesco and VMO2 that launched back in 2003 and has gone from strength to strength as we’ve launched into new services, markets and customer propositions. Tesco Mobile has more than 5 million customers and is an award-winning business, that instils agile methodologies and cultivates a fantastic can-do attitude across its teams. We are always on the lookout for the best talent, be that from our two shareholders or the wider industry. Working at Tesco Mobile means being employed by one of our joint venture shareholders – Tesco or VMO2, our Head Office vacancies are advertised under both brands. Our culture is uniquely Tesco Mobile with a great sense of community, but with all the benefits of working for one of the shareholders as well. We pride ourselves on being a company where everyone’s welcome and truly feels able to be themselves. We not only celebrate diversity but recognise the value and opportunity it brings in helping us to care for human connection – we are supermarket mobile About the Team This is a fast paced and dynamic role which drives excellence in customer experiences of the Tesco Mobile website. The Digital Customer Experience manager will drive digital self-service within Tesco Mobile, with a key focus on digital containment. With responsibility for delivering improvements to in-life digital customer experiences, this is a dynamic role that closely interacts with a wide variety of stakeholders and internal/external partners. The role sits in an overall squad of 7. You’ll join a high performing team to constantly improve performance and customer outcomes. You’ll work with brilliant colleagues, great external partners and be instrumental in continuing to drive and evolve the team as we continue our Agile transformation. You’ll work closely with key partners across the business to share insight, align on key activities and feed into wider strategic improvements for the platform. With your squad you will plan and execute a roadmap of initiatives to drive customer adoption and usage of digital self-service Work with the digital self-service squad and other stakeholders to identify and improve the end-to-end experiences that will have the biggest impact on reducing service contacts to our call centre and retail stores, putting the customer in control of their own Care experience. Day-to-day operational management of, and improvements to, the Digital service online channel, including content updates for support and information pages within the website and any other customer facing touchpoints Proactively identifying opportunities to improve digital service KPIs, engage with key stakeholders to drive improvements and see all resulting projects through to agreed conclusion Focus on digital goal completion and contact reduction by working with the wider digital self-service squad to drive online service funnel improvements and customer experience improvements Apply cross channel thinking and use internal feedback loops to optimise service journeys and interaction points across channels to minimise / automate handoff, reducing effort for customers Collaboratively use data to identify opportunities to improve our digital service experience, with a key focus on driving initiatives which will have the biggest impact on customer outcomes Have a good understanding of digital self-service KPIs, be able to clearly articulate a narrative of current performance and identify both tactical and strategic improvement opportunities Constantly review the digital self-service landscape to have a clear understanding of innovation in the area, who the leaders are and what our future direction should be Great communication skills and the ability to influence across the business A track record of delivering customer experience improvements that have driven outstanding customer outcomes A driven and proactive approach to work Strong organisation skills and a high level of attention to detail Ability to manage multiple projects at any given time An analytical mindset with experience of using data to drive action Experience of content management systems is preferred but not essential Experience of working in telco / subscription based / tech brand desirable