Senior Advisor, Digital Experience
*Preferred location: Federal Way, WA or Washington D.C, US. Other locations to be determined by home country of successful candidate in a jurisdiction (country or US state), where WVI is registered to operate.
PURPOSE OF POSITION:
At Word Vision, we believe in the rights of all children to live life in all its fullness. Reporting to the global Digital Director, this key role is responsible for leading the overall digital experience of new and existing supporters to improve across the World Vision partnership. This includes development and adoption of best practices in customer lifecycle management, retention, and growth, to change the lives of children around the world.
Key responsibilities include:
Working with digital and marketing leaders to develop service journeys and drive adoption of best practices in digital customer experience and lifecycle management.
Pitching and leading global projects aimed at rapidly developing best-in-class multiplatform experiences
Communicating industry and market trends plus best practices to partnership
Develop training programs and workshops to sustainably build digital capability
Play a key role as a leader within the global digital team and senior member of Global Resource Development team to provide leadership and support for the attainment of the Ministry Funding Imperative.
Success in this role will see the realization forecast growth in lifetime donor value, net promoter score, and digital engagement metrics.
Customer Lifecycle Management and Optimization:
Global adoption of best practices.
Leverage full suite of digital capabilities including insights, web, mobile, sms, email, media, content, to actively provide contextually relevant experiences.
Working with product teams to develop and digital-first solutions to optimize customer engagement outcomes.
Improved donor lifetime value across fundraising product portfolio and net-promoter-score.
Identifying game changing opportunities to improve omni-channel customer experience.
Support implementation of global digital projects.
Accurate and timely forecast and reporting of CX performance.
Provision of expert support for digital experience community of practice.
Liaison with marketing leaders to establish adoption of customer centric and digital first solutions.
Establish and scaling of standardized approach to experience optimisation.
Fostering positive relationships with key stakeholders in fundraising offices.
Regularly contribute to digital transformation of WV International and the wider partnership as a senior digital leader and specialist.
Development and delivery of digital roadmaps requires very close relationships with Support Office (SO) and World Vision International (WVI).
Contribute to the maintenance and continuous improvement of the performance culture within the global digital team.
Vendor and People Management:
Management of vendor relationships for key analytic service agencies, including budget management and accountability.
Manage up to four contract staff members.
KNOWLEDGE, SKILLS & ABILITIES:
10+ years experience in digital strategy and delivery including campaign and customer lifecycle management with a proven track record of achieving performance outcomes.
Extensive product owner experience at senior level with track record in problem solving in an agile environment while working with cross functional teams.
Experienced trainer and facilitator with demonstrable skill in live and virtual settings.
Can interpret and communicate complex customer journeys and technical solutions into easily digestible stories.
Understanding of the market, customer and business and adept in using data and insight to drive decision-making.
Experience in operating in agile environment delivering rapid and frequent change to digital assets. Managing portfolios of projects within medium to large organisations.
Leading change management activities and managing their impact across the business.
Masters degree or equivalent in marketing, business administration, or relevant technical skill.
Experience in vendor management for digital retailing platforms and providers.
Strong project management and planning skills.
Strong technical skills in UX, UI, CX, marketing automation etc.
Demonstrated experience in building and growing an eCommerce business/channel in B2C environment.
Experienced in agile delivery.
Excellent oral, written and presentation skills and utilization of these skills for advising/influencing senior level executives and team members.
Strong applied knowledge of UX and CX principles.
Strong consulting skills, including consultative listening, problem definition, hypothesis generation, data analysis and translation to value.
Effective in written and verbal communication in English.
Masters of Business Administration and/or post-graduate degrees in marketing, business intelligence or related disciple viewed favorably.
The position requires ability and willingness to travel domestically and internationally up to 30% of the time.