Digital Experience Owner, Commerce (Freedom Mobile)

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City : Calgary

Category : Full-time

Industry : Telecommunications

Employer : Shaw

A little about us

At Shaw, we’re proud to be leaders in a movement that brings Canadians the connectivity they need to fuel their lives. We’re making bold moves to connect Canadians and we’re always on the lookout for go-getters that are committed to disrupting the status quo. Does that sound like you? We’d love to meet you.

The role

The Digital team designs, delivers and supports the customer experience for all digital interactions with Shaw customers. Our focus is to link digital activity to corporate strategy, enhancing processes and systems to win, serve and retain customers. The Digital Experience Owner is responsible for the various segments of our digital experience portfolio, supporting the Digital team’s strategy and continued evolution of the digital experience for their portfolio.

A typical day

• Plan and prioritize the Commerce Buy experiences’ backlogs providing transparency and managing expectations with stakeholders, partners, and leadership
• Drive conversion, online interactions, and satisfaction of digital customer connections (EG., My Shaw)
• Work and collaborate with design and technology teams to create, launch and optimize digital experiences by providing vision, direction and clarity of requirements
• Work and collaborate with cross-functional teams including technology, customer care, marketing, sales, and finance
• Effectively communicate with stakeholders and partners to thoroughly understand business needs and objectives, and provide solution-oriented recommendations
• Leverage analytics and best practices to action data and insight driven outcomes
• Be an expert on the competition and digital trends
• Provide digital experience subject matter expertise to programs, projects and initiatives pertaining to the digital channel and customer experience
• Facilitate consistent, customer-centric experiences across digital applications outside of Digital team’s domain
• Works heavily with each line of business to build out respective digital experience strategy
• Supports the day-to-day maintenance of commerce experiences and channels
• Report to Digital leadership and key stakeholders on the status of the portfolio, progress, and escalate risks and issues for resolution as required
• Ensure all project due diligence and governance requirements are met, including risk and issue management
• Participate in continuous improvement and adoption of agile processes and procedures, supporting effective delivery of our experience solutions

Your skills/experience

• Minimum 5 years of Digital Product Management or similar experience
• Experience building consumer-facing digital services and experiences
• Experience prioritizing work with multiple teams while keeping digital excellence in mind
• Ability to balance stakeholder/business requirements with technical solutions
• Technology agnostic in all decisions
• Ability to identify, develop and make informed improvements based on data and research
• Ability to motivate and maintain project momentum in an agile delivery environment
• Demonstrates strong team skills, especially working in cross-functional teams
• Demonstrates solid critical thinking and problem-solving skills
• Demonstrates ability to identify issues and be decisive (escalating where required)
• Proven ability to effectively manage multiple interests and agendas (vendors, business, technology, etc.)
• Demonstrates expert abilities in risk and issue management (including identification, mitigation, and resolution)
• Proven communication (reading, writing, listening, speaking, and presentation) and facilitation skills
• People-oriented with strong negotiation and relationship-management skills
• Proven ability to adapt to a variety of situations

Other details

This position requires the successful completion of a criminal and credit background check.

Shaw Communications, through its third-party vendor, collects and stores information applicable to the candidate profile you create when you submit the information asked for below. The use and disclosure of the collected information is for the sole purpose of job search and placement activities for Shaw Communications. The information is subject to Personal Information Protection and Electronic Documents Act. The information will be retained and when disposed of, it is done so in a secure manner. Your profile will become inactive and moved to the archive if you do not access your profile for a period of 1 year.

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