What do we do in eServices? Think about all of the steps needed to create a best in class on-line self-service experience, and you will start to understand what the eService team does on a daily basis.
The primary goals of the team are to:
·Increase customer satisfaction
·Increase the number of customers that manage their services on-line
·Increase revenue (ARPU)
·Improve retention and willingness to recommend AT&T.
You will do this by helping to create on-line self-service solutions that customers want to use because they are easy to understand and provide value.
This is not a project manager role. While this is a highly collaborative environment, requiring multiple teams to realize a final product, it is the business team that defines the functionality and leads the innovation to improve the on-line experience. To help achieve your goals, you will work with business analysts, IT, information architects, design, usability, web analytics, support, care, sales, marketing, operations, and legal, and have oversight of assigned projects or project components.
Once projects are implemented, you will monitor them for effectiveness, by analyzing data from customer satisfaction surveys, click stream data, and web analytics, and report your findings, as well as suggestions for additional improvements based on the data acquired. Performance is measured by customer satisfaction results and realization of benefits associated with your projects.
Responsibilities
·Responsible for driving the direction, implementation and roll-out of new capabilities on the digital experience roadmap
·For specific projects/capabilities, represent the desired user experience and align new capabilities with the overall experience to assure a consistent, simple and intuitive online experience
·Oversee specific functional areas of the site by monitoring key metrics, including click-stream data, key events,
customer satisfaction results, etc in order to identify and drive positive changes within the site.
·Work with the Online Roadmap team to on-board approved projects
·For specific projects, work with a cross functional team of Business Analysis, IT, Information Architects, Design, usability, and web analytics, teams to define project functionality that realizes expected benefits
·Communicate project functionality and status to impacted groups e.g. care, support, and stakeholders
·Work with operations and adoption teams on customer and company readiness in support of product capability and launch.
·Work with various group Project Managers to co-ordinate appropriate resources required to complete the tasks defined.
