Digital Experience Manager

Story Behind the Need:

• Business group: Digital Channel Experience, Commerce – define strategy and author content of the bank website.
• Project: A newly formed personalization squad will be responsible to establish and operationalize personalized user experience journeys across web, paid marketing, and email channels to drive acquisition, growth and retention. The team is looking for a seasoned digital experience manager with strong Target and personalization expertise within the retail and/or financial services space to author web experiences and aid in building ongoing processes for future execution and updates.
• The Commerce team at bank is reinventing discovery and onboarding experiences to meet the evolving and unique needs of our customers, regardless of who they are or how they choose to bank with us.
• This role contributes to the overall success of the Digital Commerce Team in Canada by supporting the maintenance and building of bank-owned web properties with a focus on continuous improvement to support sales and best-in-class customer experiences. Leads collaboration with partners across the bank to identify and execute new opportunities to improve channel performance. Supports the team’s business strategies and objectives by ensuring all activities are conducted in compliance with governing regulations, internal policies and procedures, and web accessibility standards.

Candidate Value Proposition:

• The successful candidate will have the opportunity to gain valuable experience at a top 5 Canadian bank and will be playing a critical role as the center of excellence for a key eCommerce initiative – gaining them visibility within the team and across the organization.

Typical Day in Role:

• Complete web content requests assigned as per the project plan on time and in accordance with the Bank’s quality, branding, accessibility, and design guidelines. Hires will spend the majority of their day authoring in our web content management platform (AEM) and Adobe Target. Requests will be of medium to high complexity.
• Monitor and maintain site health (site quality, accessibility, and SEO scores) across all pages they’ve been assigned as per the project plan.
• Communicate early and often with project manager and other stakeholders in order to capture new requirements and escalate any blockers.
• Coordinate with cross-functional partners on authoring best practices and page content recommendations.

Candidate Requirements/Must Have Skills:

• 10+ years of content management experience.
• 3+ years experience with e-commerce personalization, preferably working with Adobe Target (please list which personalization engine they have used).
• 3+ years experience with UX design – ensuring website content has a consistent look and feel and is formatted to established standards (demonstrated in project work).
• 2+ years experience with HTML and CSS.

Nice-To-Have Skills:

• Experience using Adobe Experience Manager is preferred.
• Demonstrated understanding of the impact of content and can use SEO to analyze website traffic and user engagement metrics to drive optimizations.
• Practical experience with Agile development methodologies.

Soft Skills Required:

• Good communication skills – successful hires will need to be able to communicate with project stakeholders and managers across the organization.
• Able to juggle multiple tasks at once, changing focus and priority as needed.
• Strong organizational skills.

Education:

• Not required but an undergraduate degree is preferred, ideally in Business, marketing, design, or Computer Science.
• Agile certification an asset.

Best VS. Average Candidate:

• Ideal candidate is able to learn a new program quickly and has strong hands-on experience with personalization engines specifically Adobe Target would set them apart; who has experience in a lot of different programs, can onboard onto AEM quickly; is vocal and can speak to UX best practices; will be engaged with the team; takes initiative to manage their own work, requires minimal hand holding.
• Optimally seeking experience in: Target Recommendations, Auto-Target, Multi-Variant Testing.

Candidate Review & Selection:

• 2 rounds – MS Teams Video Interviews.
• 1st – 1 hour – 1st 30 minutes with HM (culture fit, behavioral) – 2nd 30 minutes with a Digital Experience Manager for technical questions.
• 2nd – 30 minutes with Group Head.

Additional Notes:

• Email personalization is not the best fit.
• Resources with basic Target experience are not a good fit, please screen resources for technical interviews and ability to apply usability with concrete examples.