Nexthink

Job description

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: new approaches, dashboarding enhancements, new features & use cases etc. • Communications: surveys, template updates/changes, management briefings, DX roadshow etc. • Facilitating focus groups Competencies Consulting: • Workshop Facilitation & Stakeholder Management • Digital Experience Measurement & Optimisation. • Communications, Change & Adoption. • Requirements Gathering, Assessment & Business Case Development. • Telling stories with data. Service Delivery: • Supplier/ Partner Management. • Programme & Project Management. • Service Management. • Continuous Service Improvement. Technical: • Be proficient in the use of DEM Tooling (Aternity, Nexthink, Lakeside Systrak, HappySignals). • Knowledge of Virtual Agent tooling capabilities (ServiceNow, Creative Virtual, Amelia). • Awareness of automation technologies. • Knowledge of workplace devices and applications. KPIs • Maintaining a positive employee experience. • Maintaining a positive customer experience. • Maintaining or exceeding the experience level agreements • Benefits & value realised via improvement initiatives. For example: • Lowering the cost of service through digital channel shift, VA adoption, proactive/ preventative maintenance and ensuring transformation projects are successful. • Boosting the employee experience through enabling better ways of working, productivity and wellbeing. • The adoption of digital experience management: tooling, automation, ways of working & mindset within the account operations and customer estate. • Contribution to new business & extensions.