Overview

Position Title: digital customer experience manager EMEA

Company: Starbucks

Location: Aberdeen, UK

Job Description

Starbucks is a business built on human connections, where the Digital Customer Experience & Loyalty team find opportunities to inspire and delight our customers at every digital touchpoint. We look to understand our customers feelings as they interact with our brand, their needs from our brand, and we strive to remove the pain-points at every interaction; innovating and driving experiences which are effortless and filled with best moments.

Responsibilities:

  • Report into the senior manager for Digital Customer Experience
  • Work in unison with the other Digital Customer Experience managers in the team to ensure we provide a seamless end-to-end experience, for Starbucks members
  • Utilise all available digital channels, including but not limited to Web and App, to ensure Starbucks Rewards Members have a superior personalised digital experience, over and above that of our competitors
  • Drive conversations with senior stakeholders across EMEA markets to align business drivers, KPIs and requirements for Starbucks Rewards membership
  • Work with our customer research partners to understand our customers goals
  • Use digital analytics to review customer behaviour and identify pain points across Membership journeys
  • Work closely with Starbucks International data scientists and experience teams to leverage successful personalisation and member initiatives from around the Starbucks world
  • Manage a process of UIUX discovery and design to identify and define CX opportunities which better meet customer needs and resolve pain points
  • Be the point of contact for identifying and communicating customer needs and pinpoints across your journey’s digital touchpoints
  • Collaborate closely with the tech team to drive through the digital capabilities required to mature and optimise your journeys.

Requirements:

  • Degree calibre candidate
  • Experience of managing digital customer journeys
  • Highly experienced in defining requirements in the digital technology space
  • Experience of Mobile & Web applications, UX design/delivery, ideally in the retail or hospitality sector
  • Proven ability to work with external technology teams (developers, system integrators, architects) to shape development & delivery sprints (both in an agile and waterfall environment)
  • Creative but pragmatic thinker with ability to demonstrate flexibility and adaptability
  • First-rate collaboration skills
  • Ability present ideas and results and secure buy-in at with senior stakeholders
  • Stakeholder management at all levels, both internal and external

About Starbucks

At Starbucks, we like to say that we are not in the coffee business serving people, but in the people business serving coffee. Here, our employees— who we call partners— are the heart of the Starbucks experience. And being a partner means aspiring to become part of something bigger: inspiring positive change in the world and growing in your career and in your community. It’s an opportunity to be your personal best.