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Overview
We are seeking a Digital Customer Journey & IT Services Manager responsible for enhancing the E2E customer experience by optimizing interactions across multiple touchpoints & tools and ensuring seamless IT service delivery. This role involves analyzing customer journeys, implementing digital solutions, and collaborating with IT teams to improve efficiency and service quality. The manager will drive innovation, leverage data insights, and align digital strategies with business objectives to enhance customer satisfaction and operational excellence.
What You’ll Do
* Digital Customer Journey Management:
* Design, analyze, and optimize end-to-end digital customer journeys to enhance user experience and engagement.
* Identify pain points and opportunities for improvement using data analytics, customer feedback, and market research.
* Lead the definition of customer led initiatives and track performances of ongoing projects (status, costs, …).
* Oversee requirements discovery, solution design, functional requirements writing, feature development and business user acceptance testing
* Accountable of E2E digital experience
* Develop and execute a digital transformation roadmap aligned with business objectives.
* Utilize data-driven insights to drive continuous improvements in customer interactions and IT service efficiency.
* Monitor industry trends and emerging technologies to stay ahead in digital customer experience innovations.
* Measure key performance indicators (KPIs) and report on digital journey effectiveness and IT service performance.
* Collaborate with sales, and customer support teams to ensure a consistent and seamless omnichannel experience.
* IT Services Delivery Management:
* Oversee IT service delivery to ensure high availability, security, and performance of customer-facing digital platforms.
* Work closely with clients and internal teams to optimize IT solutions and service delivery and deliver transformation projects to implement new technologies, enhance automation, and optimize service management processes.
* Ensure IT support aligns with business needs, addressing issues proactively and improving incident resolution times.
What You’ll Need
* Bachelor’s or Master’s degree in IT, Business, Digital Transformation, or a related field.
* Proven experience in digital customer experience management, IT services, or a similar role.
* Strong understanding of digital technologies, customer journey mapping, and IT service management (ITSM).
* Experience with CRM systems, automation tools, and analytics platforms.
* Excellent problem-solving, analytical, and project management skills.
* Strong leadership, communication, and stakeholder management abilities.
* Experience in working with customers to define integration requirements or provide professional services.
* Excellent communication and stakeholder management skills, with the ability to bridge technical and business perspectives.
Where You’ll Work
* You have the opportunity to join us at one of our Eutelsat Group offices (Turin, Paris, London), where innovation and teamwork thrive.
* The role offers flexibility, with a mix of in-office presence that encourages collaboration and hands-on problem solving, and the ability to work from home as required.
The Eutelsat Group treats the protection of personal data submitted to it seriously. By submitting this application, you agree to the collection and retention of your personal data by the Eutelsat Group and acknowledge notice of, and understand the terms of Eutelsat’s Privacy Policy (as amended from time to time).
This role is a Eutelsat Group job opening; all of our open roles are posted on the current OneWeb and Eutelsat websites. Please note that when you are applying, your application may be seen by both teams.
Seniority level
* Associate
Employment type
* Full-time
Job function
* General Business
Industries
* Telecommunications
We are committed to equal opportunity and inclusion. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
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