Director, Digital Channel Engagement

Description About the Position : The Director of Digital Channel Engagement is responsible for driving a step change in the quality (higher satisfaction), quantity (more transactions) and capability (more options) of National Grid's digital channels. The new Director will set the course for this trajectory by developing and overseeing an overall digital strategy, digital end-to-end processes, as well as day-to-day digital channel management. The Director will represent and build relationships on behalf of the digital team with key stakeholders and cross-departmental leaders. The Director will lead the digital team in their aim to elevate National Grid’s customer engagement by improving the experience across all digital touch points, driving higher self-service and optimizing/adding capabilities to save customers’ time and eliminate frustration online. Position Responsibilities (including but not limited to): Own and manage the digital channels (website/mobile/social media/text/email) which are the fastest growing and #1 touch point at National Grid. Develop and drive the implementation of the Digital Channel Strategy to provide a comprehensive plan to driving a better digital experience and ensure National Grid is staged to support future customer needs. Improve customer’s ability to self-serve online including paying their bill, changing service and reporting outages. Develop marketing campaigns to promote higher self-service as well as participation in paperless billing, direct pay and balanced billing. Partner with Finance to analyse, forecast and measure savings delivered through higher self-service. Leverage the Voice of the Customer and web analytics to identify gaps and address pain points. Research ‘gold standard’ examples across multiple industries and implement at National Grid. Utilize UAT to ensure seamless launches and integrate SEO best practices. Work closely with the Customer Experience Transformation team and IS to ensure they are planning for larger-scale, long-term digital needs. Establish and maintain strong relationships with other business areas to align on strategic priorities to address customer experience gaps and support change/innovation w/in National Grid. Grow the impact of our digital channels by acquiring more users to digital and increasing scale of channels (e.g., social followers, text subscribers, email accounts and mobile app downloads). Serve as a digital subject matter expert within the company. Lead all phases of work including design, testing, implementation and continuous improvement. Support Public Information Officer during crisis events including storms, outages and gas/electric emergencies. Ensure all channels align with our brand strategy, follow brand guidelines and meet web standards. Lead, motivate and develop an entrepreneurial team; prioritize work and allocate resources in order to ensure results are delivered in line with expectations and business objectives. Qualifications Knowledge & Experience Required: Bachelor’s degree required, preferably a Master’s degree. 7-10+ years’ experience in the area of marketing/customer communications with strong focus on digital channels or e-commerce leadership. Experience managing the work of a technical functional area that does online transactions and demonstrated leadership over key projects that moved the dial on key performance indicators. Proficiency in listening, content management and analytics tools such as Google Analytics as well as social media monitoring (e.g. HootSuite, Sprinklr, WordPress, Tableau and others). Is recognized as a credible and knowledgeable expert within their subject matter and has built collaborative networks across multiple geographies and sites. Strong process background with journey mapping competence. Understands theory behind policies and processes and demonstrates the ability to challenge existing processes and ways of working. Capability Requirements: Energetic, positive and enthusiastic business leader with drive and ambition; a visionary thinker who generates breakthrough ideas and is committed to achieving/exceeding results. Proven ability to influence internally through strong sense of EQ, collaboration and partnership across business units, both domestically and globally. Utility experience isn’t required but experience with customer service-driven brands is a must. Capable of relentlessly challenging existing processes in order to identify and resolve customer experience gaps and drive greater satisfaction. Skilled in managing change and dealing with ambiguity. Excellent oral and written communication skills. Able to communicate both the technical aspects of digital with IS colleagues or tech guru customers as well as talk in laymen’s terms with non-technical colleagues and customers. Curiosity to solve complex problems strategically and ability to think boldly to maximize new opportunities using a data-driven approach. Proven strong interpersonal skills including negotiations and communications. Demonstrates the ability to network internally/externally and to develop successful, long-lasting business relationships with others and seeks to understand and challenge business scenarios to the benefit of all parties. Promotes team effectiveness by soliciting input from team members, communicating expectations of the team and delegating responsibilities while providing support and structure to create cohesive, motivated, and empowered team. Experience of managing and integrating the work of a functional team and demonstrates the ability to provide direction, manage budgets and effectively resource projects to enable the team to deliver high performance. Metrics driven with strong ability to interpret metrics in relation to process performance. Job Dimensions: Manages a team of 13 people (3 direct reports, 10 indirect) Budget: over $2M Volume: 200k visitors a day to our website that takes over $1B in payments online each year, ~200k social media followers, 3.8M emails on file and over 100k customers enrolled in text notifications National Grid is an equal opportunity employer that value s a broad diversity of talent, knowledge, experience and expertise. We foster a culture of inclusion t hat drives employee engagement to deliver superior performance to the communities we serve. National Grid is proud to be an affirmative action employer. We encourage minorities, women, individuals with disabilities and protected veterans to join the National Grid team. Job : Customer Group Primary Location : NY-Brooklyn Other Locations : MA-Waltham Organisation : Customer Group Schedule : Full-time Job Posting : Aug 11, 2017, 7:40:20 AM Unposting Date : Ongoing