Digital Optimization Strategist at Nuance
At Nuance, we empower people with the ability to seamlessly interact with their connected devices and the digital world around them. We are creating a world where technology thinks and acts the way people do by designing the most human, natural, and intuitive ways of interacting with technology.
Our nimble technology uses analytics and advanced algorithms to transform the inanimate into animate and reduce complicated processes into simple ones.
Join our Enterprise team…great customer service starts here. We design virtual assistants for intelligent and effortless customer service helping customers find the information they need using whatever channel they prefer.
As a Digital Optimization Strategist will be responsible for maintaining the Analytics and recommending optimizations to Nuance EMEA clients (mainly, Live Chat and Virtual Assistant technologies). You will be entrusted with delivering data-driven ideas to make the program perform better, including presenting these ideas and performance updates to the client regularly. In order to deliver on the client’s needs, the Digital Optimization Strategist will partner with the Client Service Manager, who acts as the main point of contact and is additionally responsible for agent performance, when human agents are used on top of virtual assistant. In this tech environment, a technical background is appreciated, though not necessary.
Principal duties and responsibilities:
Maintain launch and program documentation including business rule design, A/B tests, graphics optimization, change management requests and support tickets.
Weekly client site performance tracking; deriving insights, key findings, and best practices to communicate internally and externally
Ensure internal processes are understood and followed to enable client satisfaction, retention, and growth and ensure account is profitable for Nuance, including by identifying needs and opportunities for additional chat services and optimization opportunities
Inventory client site analytics, documenting performance of key funnels, flows and pages
Baseline performance strategy creation for each client
Marry client site performance to chat performance trends
Produce data-driven slides for Business Review decks for clients, and present to clients; this may include limited travel
Prove out and challenge existing best practices and assist in documenting proven findings, approaches, and strategies
Assist in client planning and communication on strategic direction
Possess the capacity to perform essential duties with minimal supervision and direction, and to mentor others
Demonstrate success in working with complex strategic clients
Team player with various partners: speak their language
Native/near native Swedish and/or German
superb communication skills (both written and oral), including group presentation skills and being comfortable in interfacing with various levels of internal and external stakeholders, technical and non-technical staff.
In addition, depending on the situation and audience, the Digital Optimization Strategist will need to adapt to communicate focusing on the details or big-picture.
This position requires the employee to apply knowledge of mathematics, statistics, and principles of finance to interpret data to determine actionable program improvements
Must have the ability to define problems, collect data, establish facts, and draw valid conclusions
Technical understanding of software development lifecycle, methodologies, and configuration management
Knowledge of Microsoft Office, including the ability to communicate complex data and ideas through Microsoft PowerPoint presentations
Experience with Internet software and Database software
Experience with standard Web Analytics systems, Jira, and Confluence is a plus
Three or more years of experience with technology consulting, eCommerce, Web Analytics, and/or project management role or experience within an operational group in Digital or Marketing is preferred
Any additional languages
SaaS client support
Experience with digital self-service