Manager of Digital Customer Experience

Wawa - Media, PA4.0

Full-timeEstimated: $81,000 - $110,000 a year
Job Summary: The Manager of Digital Customer Experience will lead user experience strategy for all Wawa digital initiatives. Collaborate with internal teams, vendor partners and key stakeholders to plan, create and execute best-in-class digital experiences. Lead incubation efforts that align initiatives to modernize and digitize the business to create continuity and enable seamless experiences and dynamic choices.

Principal Duties:
Translate ideas from concept to detailed, actionable requirements with acceptance criteria to aid and inform process of design, development and testing. Help evangelize objectives, digital strategy, and product initiatives.
Work with CX, UX, UI, analytics and research partners to investigate and resolve complex problems. Develop behavioral personas and mental models, as a result of research analysis.
Leverage analytics and customer insights to help identify areas of opportunity, help prioritize efforts, and form an actionable (and measurable) plan as we move forward.
Translate research findings through verbal and written analysis, reports, and data visualizations. Demonstrate the relationship between user behavior and business value.
Be proactive and engage with stakeholders to rapidly explore ideas, identify business and user outcomes, build consensus, minimize risk, define measure and avoid failures.
Prioritize user, business and technical requirements to serve as the foundation for engineering meaningful solutions.
Ensure we are delivering the most meaningful, useful and efficient experiences that not only satisfy, but engage our customers.
Develop and manage the overall Feature Roadmap, calling attention to areas of concern, consumer frustration, and opportunities for the business.
Help visualize and story tell around the future of customer experience inside and outside of our stores for internal stakeholders.
Follow an informed customer centric design process to iterate and improve the experience at every touch-point of the customer journey.
Stay one-step ahead on industry trends and inspire innovation.
Promote shared expectations through clear, concise communication of detail and priority as you define requirements.

Essential Functions:
Expert communication skills and ability to communicate effectively to all levels of the organization both orally and in writing
Exceptional leadership and problem-solving skills
Handle multiple priorities simultaneously in a fast paced, agile environment
Work independently as well as in a team environment
Comfortable in an agile environment of iteration, rapid experimentation, and prototyping at various levels of fidelity
Demonstrated attention to detail and ability to comprehend complex, technical product requirements
Strong visual presentation skills with a knack for storytelling
Ability to facilitate collaborative work sessions with multidisciplinary teams
Ability to make the transition from strategic thinking (conceptual and planning) to execution in order to achieve fast moving objectives
Minimum Requirements

Basic Qualifications:
Undergraduate degree or equivalent combination of training and experience in a creative or technical field preferred. Graduate degree a plus
8+ years professional experience in Product Management, Product Design, Interface/Application Design, User Experience, Usability Engineering, or similar
5+ years of experience collaborating cross-functionally with key stakeholders, analysts, engineers, and visual designers
Experience or working knowledge of current web/native technologies and trends: HTML, Javascript, CSS, iOS, Android, ReactNative, Responsive Design, etc.
Well-versed in collaborative design techniques, Agile and Lean frameworks, application and requirements design, rapid prototyping, UI design, UI patterns, and information architecture
Demonstrate working knowledge and application of Human Factors, Cognitive Science, and/or Human-Computer-Interaction