Digital Experience Analyst (Remote)

Title: Digital Experience Analyst 

Classification: Exempt

Department: Growth Marketing

Reports To: Director of Digital Experience and Ecommerce

Salary: $85K - $95K CAD

Location: Remote - Candidates based in British Columbia, Alberta, Manitoba, Saskatchewan, Ontario, Nova Scotia or willing to relocate.

Description: 

The Digital Experience Analyst will report to the Director of Digital Experience and Ecommerce. This role will support the strategic design, implementation, and optimization of our ecommerce experience and other critical customer touchpoints. The Digital Experience Analyst will utilize tools to monitor a continuous stream of data and customer information to analyze, measure, and evaluate customer behaviors, and work on continuous improvements for a best-in-class customer experience. The Digital Experience Analyst will collaborate cross-functionally to deliver and support end-to-end customer experience goals, programs, and practices for WES. Their role is crucial in understanding the customer's journey from their initial interaction with the brand to the final purchase or end of the service.

Responsibilities: 

• Analyze user journey and behavior across various channels and touchpoints to enhance overall user experience.
• Collaborate with teams to identify areas for improvement in ecommerce, website design, and other touchpoints  increase user engagement and satisfaction.
• Participate in user testing and research initiatives to gain insights into customer preferences and behaviors.
• Manage the day-to-day operations of WES’ ecommerce platform including, tickets,  and issues, to collaborate with teams to roll out improvements for optimization.
• Streamline the ecommerce experience to reduce friction and improve conversion rates that supports a comprehensive customer experience strategy for our ecommerce platform.
• Monitor the ecommerce dashboard and key performance indicators (KPIs) such as customer satisfaction, conversion rates, and average order value to track progress and measure success.
• Work with internal teams to capture feedback on ecommerce performance, leverage insights to continually improve customer experience.
• Analyze customer feedback and behavior data to identify pain points and areas for improvement. Identify trends and provide proposals for improvement based on data. Produce insightful analysis to educate the business on trends and areas of opportunity around customer experience.
• Assist with the optimization of integrated applications (Salesforce, Marketo, etc.) to enable a best-in-class customer journey and customer experience, activating data and insights across all digital touch points.
• Develop mechanisms that proactively identify issues with the customer experience. Utilize tools and technology like heat mapping, session cam, etc. 
• Stay abreast of industry trends and best practices in ecommerce & digital customer experience
• Help monitor and maintain the ecommerce roadmap.
• Collaborate closely with cross-functional teams to ensure alignment with WES' mission and values.
• Advocate for the voice of the customer and assist in initiatives aimed at delivering exceptional value and satisfaction to clients across our digital assets.

Requirements:

•  Bachelor's degree in marketing, IT, computer science business administration, or a related field.
•  3+ years’ experience in ecommerce, customer experience, digital marketing, user experience design, or related field.
•  Strong ecommerce platform experience with Salesforce CRM.
•  Experienced with B2B & B2C customers.
•  Passion for innovation and continuous improvement in the digital space.
• Track record of delivering measurable results and achieving key metrics in user experience initiatives.
• Deep understanding of cx principles and in-depth knowledge of various ecommerce platforms and best practices.
• Strong analytical skills with the ability to interpret data, derive insights, and make data-driven decisions to optimize performance.
• Experience with business process mapping and ability to convey complex data findings to non-technical stakeholders is strongly desired.
•  Ability to navigate and thrive in a fast-paced, dynamic environment. 
• Passionate about advocating for the voice of the customer and spearheading initiatives aimed at delivering exceptional value and satisfaction.

Our Commitment:

World Education Services is committed to fostering an inclusive workplace that reflects the rich tapestry of our communities, both in the US and Canada. This commitment is underscored by our unwavering dedication to providing equal opportunities to all qualified individuals, regardless of race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity or expression, veteran status, or genetics. This commitment extends to every aspect of employment, from recruitment and hiring to promotions, training, and benefits. We comply with all applicable federal, state, and local anti-discrimination laws. For us, diversity goes beyond compliance – it's about embracing unique perspectives and cultivating an environment where everyone feels valued and empowered to reach their full potential. 

If you require assistance and/or accommodation at any point during the recruitment process, please contact us at hiring@wes.org, we're here to support you. Our Talent Acquisition team is happy to work with you to find solutions that meet your needs.

For more information about WES, please visit our website at www.WES.org