Digital Experience Manager (12 month FTC)

About Boundless

Boundless is a not-for-profit provider of member benefits. We are one of the UK’s largest public sector and civil service clubs. We give back to those who give most to society by providing money-saving deals, events and perks to help members get the most from their free time. We bring members together through shared interests, experiences and exclusive benefits which include exclusive deals on days out, holidays and high street brands, over 600 member run activities per year, an award winning magazine, exclusive events and hospitality, preferential rates at our hotels and holiday parks and a whole host of other perks.

Purpose of the role

Working closely with our Digital Analyst and building your own understanding through Google Analytics, Hotjar and other tools, you’ll know our end users inside out. Your role is to translate what you know about them into brilliant digital user journeys to meet their needs and ultimately the organisation’s goals.

You’re obsessed with getting things right for the user and will work tirelessly with the wider team to ensure that all digital delivery is as easy to use as possible. You’ll identify and design out any areas of friction with regard to the user’s digital experience. Understanding where the pain points are, your work will help to prioritise improvements, producing user journeys that eliminate these. You’ll produce wireframes of journeys for the front end developer and design team to action.

Main Responsibilities

  • Ownership of the digital user experience - ensuring all digital journeys are user friendly and simple to use – all make sense from a user point of view
  • Understand business goals and objectives as well as the user needs and be able to reconcile the two
  • Map existing and new journeys (including wireframing) to ensure that they deliver results and are easy to use
  • Ownership and maintenance of digital personas to drive user centred design
  • Work with the wider digital and Marketing teams to deliver great user experiences
  • Monitoring the user experience through tools such as Hotjar and Google Analytics to find and solve issues with existing and future user journeys
  • Feed the backlog of developments with improvements to the user experience
  • Work with the digital and Marketing teams to design improvements
  • Owning the online experience, you’ll be a key part of all user testing to ensure that it’s delivered as designed

Key Knowledge

You will have:

  • Customer focus - fanatical pursuit of great user experiences
  • Proven track record of driving improvements to user journeys through data driven insight
  • Wireframing experience – informing the front end designer of what to build and understanding why
  • Journey mapping - ability to map and understand where we need to improve
  • Experience of using Hotjar (or equivalent) to understand pain points in user journeys
  • Great communication skills – you’ll need to be able to share your understanding and thinking with members of the wider team
  • Influencing skills – you’ll need to be able to persuade others that we’re doing the right thing by the users
  • Commercial awareness – an understanding of what drives the business
  • Working knowledge of Sitecore CMS and analytics and Dynamics 365 is desirable

Similar searches: Brighton and Hove, Customer Service, Usability, Web Analysis