Corporate Website Marketing Expert - Ottawa

LeverageTek is urgently seeking the services of a Corporate Website
Marketing Expert for a long term contract with their downtown Ottawa
client.

The Online Customer Experience program will define the online business
relationship between the organization and potential & existing
customers with the goal of doing more business with customers online
and increasing customer equity, loyalty and retention. The program
will focus on managing the online experience for all customer related
issues (e.g., VoC, streamlined processes), and combining branding,
interface and innovation to provide a holistic and rewarding online
experience for internal and external customers.

This role is designed to support the rollout of User Experience
analysis on the organization's websites, perform industry analysis on
web user behavior, review and improve screen design and flow, perform
analysis on user behavior w/in the retirement group's primary web
channels, collaborate with tech in designing new user interface
elements or solutions.
Responsibilities
Following the framework for customer experience management, the Online
Customer Experience advisor will:
1. Create and manage the strategy for online customer experience by:
· analyzing/understanding the market and industry context of the
online "customer"
· analyzing the organization's business concepts and customer value
chain/experience (online requirements/solutions)
· specifying the current and future value the customer can expect from
the organization's online offering (EVP = experiential value promise)
· performing root cause analysis to identify and prioritize key
customer pain points and performance gaps
· managing a customer experience research program to gain an
understanding of the customer base and organizing competitor
benchmarking studies

2. Implement the program to evolve, manage and support the online
customer experience strategy by defining:
· all online dynamic exchange and contract points with customers
· methods for soliciting and acting on feedback from online customers
(e.g., online support & hand-offs, surveys, feedback, collaboration)
· researching and proposing innovative ways to improve the online
customer experience
· intangible elements (i.e. value, attitude, behavior)

3. Oversee and coordinate the implementation of overall online
customer experience by working closely with the following key
stakeholders:
· eMarketing and Marketing to define, implement, and evolve the
online brand experience
· eSales to define and implement the online prospecting, lead-gen and
sales/cross sales strategy
· Corporate Communications to define, implement key messaging to
target audiences through content and non-content based interactions
· UI/Usability COE for experience connected with the user interface/
usability of online product transactions

Qualifications

In your past work, you have contributed to the effectiveness of
consumer-facing web sites. Your training and experience includes
information architecture, experimental design, and observational
methods. You have conducted dozens of usability studies over a period
of years. Experience with web programming is desirable.
You have a degree or extensive coursework in human-computer
interaction, usability engineering, experimental psychology,
anthropology, or a related field. You also have six or more years of
experience (preferably more) apart from coursework and academic
projects.
You have solid written and verbal communication skills and a desire to
experiment with new ideas. You are innovative, flexible and self-
directed and have strong people skills. You are good at multi-tasking
and time management.


Candidates are required to have enhanced reliability clearance.

Initial contract is for a 6-month period.


Please send your resume and a cover letter to resumes.DeleteThis@leveragetek.ca

LeverageTek Inc. is a Contract Consulting & Permanent Placement
Information Technology Services Firm with offices located in Ottawa's
historic Glebe district. LeverageTek delivers Staff Augmentation
services focused on Application & System Development, Information
Management, and Infrastructure Design & Support.

LeverageTek is an Ontario Incorporation established in 2002.