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Global Director, Digital CX Experience

World Vision
Nairobi, Kenya

Salary rangeConfidential | Contract type: Permanent

You have 8 days left to apply for this job.

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Job Summary

KNOWLEDGE, SKILLS AND ABILITIES:
  • 10-15 years in IT, Marketing, or Digital functional areas, including 5+ years in CX-focused leadership roles of digital products and ECommerce sites at scale.
  • Extensive experience leading UX design to develop and deliver best in class customer experiences.
  • Experience working with marketing, brand, engineers and product managers to drive design strategy, vision, execution and results to achieve business objectives.
  • Experience collaborating with product and program management to build detailed product and technical roadmaps that consistently meet budget/time expectations.
  • A proven digital leader, fluent in managing large cross-functional MarTech developments in fluid agile teams.
  • Awareness of the latest MarTech landscape and product sets as they related to user and customer experience projects.
  • Experience leading leaders and independent, high performing teams with demonstrated understanding of modern software development and infrastructure tools, processes, and practices, including Agile Development, Cloud, DevOps.
  • Exceptional analytical skills with a track record of improving UX KPIs to drive business results.
  • Exceptional relationship and influencing skills, able to win the confidence of a broad range of different stakeholders including leaders from a variety of cultural and professional backgrounds, and developing high-performing virtual global teams.
  • Significant experience leading change in a complex environment.
  • Qualification in and significant experience with the practical project application of best-practice CX and UX methodologies (such as Design Thinking, Double Diamond, etc.)
  • Bachelor’s degree in Marketing, Computer Science, Information Systems or a related field is required; Master’s degree preferred.
Preferred:
  • A digital marketing native with skills across the whole funnel of digital marketing, especially in global consumer-facing environments.
  • Experience using customer data, CRM, segmentation, and marketing automation to drive engagement.
Work Environment/Travel:
  • Ability and willingness to travel internationally up to 30% of the time (when Covid 19 restrictions lifted).

Responsibilities

KEY RESPONSIBILITIES:
  • Lead development and implementation of a compelling digital CX vision and design strategy that drives brand value and, above all, meaningfully connects supporters, donors and the vulnerable children and communities that we serve.
  • Lead end to end digital experience design for all global product lines, ecosystems and marketing offers, in partnership with global product owners; translate business priorities into marketing technology design strategy and oversee execution working in collaboration with designers and engineers.
  • Ensure target audiences are central to all strategy, design and operational decisions driven by donor insights and unleashing the power of dynamic listening and social analytics to help digital marketing efforts better achieve the three primary business objectives— acquire more donors, retain current donors and build brand value – with an agile test and learn mindset.
  • Collaborate with leaders in product and engineering to measure product quality and make sure it meets quality standards for release, provide guidance on measuring outcomes, and analyze and monitor qualitative and quantitative data on usage and optimization to shape and evolve the vision.
  • Develop and lead implementation of an enterprise wide Martech road map, in partnership with fundraising and IT leaders across the globe, and the state-of-the art capabilities required to deliver; co-lead senior executive global steering group overseeing delivery.
  • Motivate and inspire others, from team members to executive level, by communicating your aesthetic, technical, and design visions through compelling written, verbal and graphical presentations.
  • Contribute as a vital member of a passionate, world-class global team dedicated to Hope, Joy and Justice for ALL children!

Job Requirements

Required education: Post-graduate education
Required relevant work experience: 10 years
Required languages: English (Spoken: fluent | Written: fluent)
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