Senior Manager Digital Strategy

UBLIC SERVICES, INC.•Phoenix, AZ

10d

About The Position

The Senior Manager, Digital Strategy serves as a key strategic leader within the Digital Customer Experience team, responsible for researching, formulating, and supporting execution of transformative digital initiatives that create competitive advantage. The incumbent will develop comprehensive multi-year digital roadmaps across web platforms, sales enablement, self-service capabilities, and other customer touchpoints to deliver best-in-industry experiences that differentiate our company. The Senior Manager, Digital Strategy partners with cross-functional leaders to translate business objectives into actionable digital strategies while providing strategic guidance to the digital product management team.

Requirements

Minimum of 7-10 years of experience in digital strategy, customer experience, product management, or related fields.
7-10 years of leadership experience developing and implementing digital roadmaps or transformation initiatives.
Demonstrated experience with customer research methodologies and competitive analysis.

Nice To Haves

Strategy consulting, digital consulting, or internal digital product experience preferred.
Experience developing and implementing multi-year digital roadmaps that drive measurable business outcomes.
Demonstrated ability to translate customer insights into strategic digital initiatives.
Strong understanding of digital experience platforms, content management systems, and customer engagement technologies.
Experience with user experience research methodologies and customer journey mapping.
Ability to balance strategic thinking with tactical execution.
Proven track record of building business cases and securing executive buy-in for digital investments.
Experience working in cross-functional, matrix environments to drive digital transformation initiatives.
Knowledge of digital analytics and performance measurement frameworks.
Experience in environmental services industry or related B2B sectors - preferred.

Responsibilities

Supports Digital Customer Experience team and functional owners in the identification, development and execution of strategic actions, including definition of the problem statement, solicitation and alignment of organizational input, formation of customer research, structure of the approach, assessment of financial and operational impact, and implementation of planned goals.
Leads competitive intelligence efforts to identify industry trends, emerging technologies, and best practices that can be leveraged to create differentiated digital experiences.
Develops fact-based recommendations and presents them to senior management to enable critical decisions.
Creates compelling business cases that articulate ROI and strategic value of proposed digital investments.
Develops and maintains a deep understanding of customer journeys, pain points, and expectations to inform strategic roadmap development.
Establishes KPIs and measurement frameworks to evaluate the effectiveness of digital initiatives.
Supports critical initiatives requiring analytical and decision support to frame key issues, develop hypotheses, assess risks, conduct analyses, and test potential solutions prior to mobilizing commitment and designing broader implementation plans.
Conducts research and analysis supporting the development and ongoing assessment of long-term strategic options and optimal positioning of digital capabilities for the Company.
Develops materials in support of the multi-year roadmap across all customer types.
Stays current on emerging digital technologies, UX trends, and customer experience innovations to identify opportunities for implementation.
Facilitates strategic planning workshops and cross-functional alignment sessions to build consensus around digital priorities.
Coaches and develops a team of professionals to assist in their development and attainment of necessary skills to lift performance. Monitors staff performance and drives performance improvement initiatives and ensures that service levels meet or exceed agreed upon standards.
Performs other job-related duties as assigned.