Digital Strategy Senior Manager

Digital Strategy Senior Manager

Jacksonville, FL

Responsibilities:

• Analyze competitors and market trends to get a clear picture of what they are doing to serve our target audience and markets
• Identify meaningful experiences that can improve loyalty, increase satisfaction and engagement across all interactions with Black Knight products and services from discovery to post-purchase experiences
• Lead research to validate concepts and experiments that deliver break-thru experiences
• Solve customer experience pain points with platform technologies, APIs, microservices, and digital capabilities that deliver competitive, industry-leading experiences
• Develop a framework for our services including service blueprints, service scope, service value, and standards
• In partnership with leaders, continually optimize key customer-facing processes that are both differentiated and scalable. Identify opportunities for technology use to simplify and improve B2B and B2B2C experiences
• Monitor competitive technology trends, highlighting technology applications solving CX challenges across industries
• Collaborate with architecture, technology, and product to shape future state solutions
• Develop Customer Experience roadmap that comprises a holistic plan to provide positive experiences at each customer touchpoint along the customer journey and purposeful ways to measure those experiences – both online and off

Qualifications:

• Financial services industry experience
• A Bachelor's degree or the equivalent combination of education, training, and work experience
• Prior experience in developing services blueprints
• Requires 8+ years of related experience with a minimum of two (2) years of leadership responsibility