Job Details:
Key Objective Of The Role
The role holder will design and deliver the online experience for key user tasks carried out across the BT Wholesale multichannel estate, driving self-service and increasing overall customer satisfaction. These user tasks will cover the entire lifecycle of the customer experience from pre-sales through to billing. The role holder will ensure that key requirements are delivered successfully through the end-to-end delivery process including: requirements definition; information architecture; wireframe creation; visual design; code creation; testing; user acceptance and post-deployment testing. The role holder will need to manage external and internal resources to achieve these objectives.
The role holder will be expected to ensure that end deliverables meet the requirements as specified, and are delivered on time and to budget. The role holder will need to manage key senior stakeholders across the delivery process and manage multiple online deliverables and projects at once.
Main Responsibilities
Support the Senior Online Marketing Manager in setting the direction and helping to shape and create a plan for new online capabilities and experience
Create, manage and maintain information architecture requirements and definitions
Create online requirements and acceptance criteria for online UX deliveries (either for owned or stakeholder requested projects)
Design and create wireframes of experience working with UI designers
User testing of proposed wireframes
Q&A of HTML/delivered online requirements
Stakeholder and customer management including promotion and outbound communications
Online analytics reporting and interpretation for senior management including recommendations
Completing monthly KPI reports and projects status updates
Business Impact
Increased revenues as customers place more business with BT Wholesale due to ease of doing business
Increased customer satisfaction scores
Increased customer self-service and online share of transactions
Reduced inbound contacts
Job function
Online Marketing
Main location
United Kingdom-London-London
Working pattern
Standard
Salary
£45k + benefits
Closing date
Nov 29, 2015, 6:59:00 PM
Specific Job/ Experience Requirements
Managing end to end online delivery processes
Emerging web-technologies
Champion & specification of optimal online customer experience
BT’s technical and process environments
WC3 accessibility and usability standards
Support role in commercial business case development
Online trends and marketplace
User testing and rapid prototyping
Online strategy development
Able to articulate business requirements and benefits to a technical audience
Uses of adaptive and responsive design
Measurement of and improvement to the online experience through qualitative and quantitative tools
Significant Experience Required In
Changing customer behaviour (channel preference)
Project management of global online projects
Online analytics and reporting
Working in cross functional and virtual teams
Using Excel and PowerPoint to intermediate levels
Able to articulate technical capabilities to a business audience
Content management systems
Social media and online communities
Key Skills
*.Definition and delivery of best practise online usability
*.Managing User Interface designers to create wireframes
*.Definition of online requirements
*.Managing the online delivery process
*.User acceptance testing and online analytics..
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