About

Founded in 1982, our client is an integrated healthcare provider that has since opened more than 120 diagnostic and clinical centres nationwide, specializing in diagnostic, laboratory, and medical technologies. Following the emergence of pandemic, our client is crowned as the largest Covid-19 screening provider in Malaysia. To keep up with the much needed healthforce, they have delegated 75% of their workforce to accentuate and expand on Covid-19. 

Currently, their subsidiary is focusing on optimizing a one stop mobile app to help ease the citizen in accessing healthcare-related services and consultancy, remotely.

Job Scopes

A digital experience manager’s job description and responsibilities revolve around having a clear understanding of who the company’s customers are, the target demographics, and what digital experiences customers and prospects are looking for. 

Once this information is identified, it needs to be translated into the digital user experience. This might be the job of one person or someone who oversees a team of people, depending on the company and the complexities of the job. This is the main role of the digital experience manager.

Digital experience manager jobs include a host of other responsibilities as well, which revolve around understanding and using customer data to create a digital strategy that not only offers a personalized experience but leads to customer satisfaction. They might responsible for some or all of the following:

• Evaluating website traffic according to metrics such as a number of visitors, visitor demographics, session length, conversion rate, new customer acquisition cost, and more.
• Using a digital experience platform to assess customer feedback, data, and analytics, as well as improve the overall digital experience and customer experience based on analytics and derived insights.
• Improving and managing the UX of the website and other digital channels.
• Creating an ecommerce strategy and other digital sales strategies.
• Working closely with the digital marketing team to ensure alignment on key messages, goals, and overall experience.
• Evaluating customer purchase trends over time, both short-term and long-term, and assessing the impact of various economic situations (ex. COVID-19).
• Analyzing consumer behavior on current platforms.
• Managing and assessing the customer life cycle and the digital experience life cycle.
• Monitoring customer interactions for insights and data.
• Managing customer relationships, or working with the account manager to do so.
• Creating the digital experience strategy and assisting with the customer experience strategy. 
• Assisting with the organization’s digital transformation efforts. 

Coordinating their efforts with their organization’s human resources department, operations manager, project management teams, and more departments as needed. 

Whether the digital experience manager carries out their responsibilities on their own or as leader of a team, it will include not only the responsibilities listed above, but it will also include working with the company’s other business apps and workflows. This might include visual design, digital asset management, storyboards, flowcharts, and any other charting and documentation supporting content design.

Job Requirements

Digital experience managers should have experience and skills in a variety of disciplines. This can include but isn’t limited to, the following.

• Technical ability in building websites, often with WordPress or other content management systems
• Experience working with content management systems and web content management
• Concrete understanding and background in SEO
• Working knowledge of programming languages, such as CSS or HTML
• Working knowledge of new tools in digital experience and customer experience, along with established tools such as Google Analytics, Tag Manager, and Webmaster tools 
• Strong understanding of digital marketing principles 
• Well developed communication skills 
• Knowledge of best practices and trends in digital channels for sales and customer feedback such as social media, chatbots, e-commerce, websites, digital advertising, and more
• Basic computer skills and proficiency in Microsoft Office, Google Docs, spreadsheets, and  more