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Wolters Kluwer Digital Marketing Specialist (Customer Experience Specialist) in Boston, Massachusetts

Job Description Summary

100% Remote Anywhere in EST*

Under general supervision implements marketing, merchandising, and creative strategies and tactics to promote and sell the organization's products and services through the Internet. Develops affiliated programs designed to increase exposure to and business from the target audience. Manages the relationships with search engines and portal sites that are strategically aligned with the e-commerce goals. Analyzes website traffic for trends and use patterns to identify and quantify customer habits and behavior. Recommends modifications to website design to maximize traffic, customer satisfaction, capture and sales generation. Reviews customer feedback for website, recommends improvement and enhancements. Reviews competitive websites, collects marketing intelligence regarding competitive position and makes recommendations for changes. Requires some knowledge and experience Solves less complex problems. Works independently with guidance.

Job Description

Wolters Kluwer Tax & Accounting North America is seeking a talented Digital Marketing Specialist - Customer Experience to join our Strategic Marketing team to create exceptional brand and buying experiences for customers and prospects across both digital and physical touchpoints. Success in this role will require strong product knowledge, the ability to capture and translate customer feedback along customer journeys/pain points, align experiences with business functions, technology and processes and collaborate with internal stakeholders across the business, eg, marketing, sales, product management and customer service.

  • Must exhibit ability to empathize and evangelize on the customer’s behalf to internal stakeholders

  • Must possess exceptional collaboration and project management skills

  • Must possess exceptional data management, visualization (presentation) and analytics skills

  • Must be able to communicate correct detail to multiple audiences, from technical teams to executives

Key Responsibilities

  • Identifying key customer profiles and mapping customer journeys to identify the gaps in customer experience across all touchpoints, from interest to purchase onboarding to customer support.

  • Liaise with internal teams such as marketing, sales, product development, account management, billing, finance, UX etc. to ensure that gaps in the customer experience are identified/addressed/plugged, regardless of functional area

  • Regular communication with internal stakeholders to identify gaps and opportunities in the brand experience

  • Raising red flags wherever the business process – billing, installation or anything pre or post sales – needs correction to ensure the customer has a seamless experience with the company

  • Ensuring the CX strategies are aligned to the larger marketing and business goals and outcomes

  • Collect, track and analyze customer feedback and suggest improvements internally based on the insights gathered – define and implement metrics to gauge how the brand is performing on CX performance parameters

  • Work with the appropriate teams to ensure a seamless brand and buying experience with the technology- website, sales rep or a self-service portal

Qualifications

Essential

  • Minimum of 4 years of experience designing or developing visual and interactive interfaces for desktop and cloud environments as a CX Specialist, UX visual designer, interaction designer, information architect, front-end developer or similar role.

  • Strong working knowledge of usability standards, UCD methodologies and UX best practices.

  • Must have a strong interest and understanding of information architecture.

  • Demonstrated skill and experience in creating concept designs, user flows, wireframes, mockups and other product deliverables.

  • Proficient with Adobe CC, Fireworks, Balsamiq, InVision or other design tools.

  • Proficient with Visual Studio, LucidChart or other workflow and CX tools.

  • Proficient with Google Suite, MouseFlow or other web analytics and heat map platforms.

  • Experience with CRM, Marketing Automation and Marketing Email platforms, integrations and capabilities.

  • Deep understanding of Digital Marketing tools, processes and technology.

  • Proficient designing high performance customer experience solutions/applications.

  • Strong, clean visual design sense.

  • Experience in a formal Agile Project Management environment.

  • Strong written communication skills with the ability to bring simplicity and clarity to design specifications.

Preferred/Plus

  • 2+ years of experience for large, enterprise applications (cloud environments).

  • Experience with Salesforce Sales, Marketing and Service Cloud platforms, including Pardot.

  • Understanding of common project management practices.

  • Understanding of common development practices.

  • Strong interpersonal and communication skills and the ability to work effectively with a wide range of departments.

  • Comfortable working in a fast-paced environment with various deadlines.

EQUAL EMPLOYMENT OPPORTUNITY

Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

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