Digital Experience Specialist- EnlivenHealth
Omnicell · Fort Worth
Job Title: Digital Experience Specialist
Reports to: Manager, Digital Experience
Department: Customer Success
EnlivenHealth is seeking a Digital Experience Specialist, working on a team, to manage a very large and strategic segment of our clients. The Digital Experience Specialist role is a critical part of our Customer Experience (CX) team responsible for helping to create and execute a successful digital experience for our independent pharmacies and the GPOs/PSAOs they work with, ensuring that each touchpoint of the customer journey is not only effective but engaging as well.
The role of a Digital Experience Specialist is to:
Improve customer utilization, driving customer satisfaction
Build customer loyalty and growth
Responsibilities
The Digital Experience Specialist, in coordination with the Digital Team, will develop a clear understanding of the customers in the independent pharmacy and GPO/PSAO segment, the target demographics, and what digital experiences customers and prospects are looking for. From this information, they will develop and execute a digital strategy that offers a personalized experience while being able to deploy at scale.
The Digital Experience Specialist role includes the following responsibilities:
Working with the Digital Experience Team to develop and execute the organization’s customer digital engagement transformation efforts
Evaluating current state utilization and the customer journey, determining areas where there are critical interactions and developing plans for executing improvements
Assessing customer feedback, data, and analytics as insights to improve the overall digital experience
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 customer behavior on current products
Managing and assessing the customer life cycle and the digital experience life cycle