Digital Content Specialist

Three UK is a big network for the little or life-changing connections that make life richer. Our brand embodies the strength of our network and how we can provide better connectivity every day for every customer.

Three UK was founded in 2003 to challenge the mobile industry, and now covers 99% of the UK outdoor population with its combined 3G and 4G network and carries 28% of mobile data traffic in the country (Enders Analysis). Three has more spectrum exclusively dedicated to 5G than any other UK mobile network, meaning our customers will benefit from an outstanding experience when using the next generation of mobile technology.

What the role is all about…

The Digital Content Specialist will be responsible to support a best in class digital experience by taking responsibility for having an in depth understanding of how customers interact with and behave. This role is accountable for being the defacto expert on Digital Content across the business and will have an in-depth understanding of all aspects of the Digital Journey

Please note, this role can be based in Reading or Glasgow

What you’ll be doing…

• Be the advocate for standardised approach to digital journey mapping and align with the CX team
• Design all new Digital Journeys regardless of their organisation
• Maintain a repository of journeys which shows how our online estate works from the perspective of the customer and evaluate both the emotional and task-based response
• Continuously evaluates the digital channel for points of improvement, growth, or experience
• Is a key member of the digital emergency response team, proactively identifying potential points of failure that could results in loss of sales or experience
• Reports to the business on all aspects of the Digital Journey
• Work closely with the Customer Experience Design team to ensure consistency of application of journey across the digital estate
• Work closely with the business to identify the KPIs required to best assure the EBITDA objectives of the business
• Work with the care team in enhancing service design through digital techniques and technologies
• Develop an analytic approach, document tasks and manage timelines for new/existing business in support of projects
• Partner cross-functionally to translate business needs into new solutions for customers
• Teach others how to derive insights that are not obvious and build recommendations that have a solid business case for success
• Work with the Digital Journey Manager to develop and continuously improve the Digital Journey Strategy

What you'll ideally bring...

• Demonstrated experience in customer experience and research
• Experience uncovering content for and then building customer journey maps, experience mapping, or process mapping
• Experience with cross channel experience (contact centre and digital)
• Experience using qualitative research, experience as a practitioner or in working closely with this discipline and  using data analysis and metrics to drive decisions
• Exceptional interpersonal, networking, negotiation, influencing, and communication skills are essential with evidence of a proactive approach and creditable outcomes

What you'll receive in return…

• Salary range for this role start's at £37,200, and exact salary will differ by job and experience
• A performance based annual bonus & an additional 'flexible allowance' to spend on additional benefits, topping up your pension, or to be added to your salary
• Hybrid working between your home (2-3 days a week) and our Reading HQ office at Green Park or our office in Glasgow (2-3 days a week)
• 28 days annual leave + 8 bank holidays + 3 personal days annually, which increases with length of service
• Private Medical Insurance, Life Assurance and Income Protection
• Free mobile phone package & unlimited sim-card
• On-site car parking (including electric!) - Reading only
• .... Plus lots more including wellbeing and learning & development benefits!

-

Our people make us who we are. We’re a diverse and inclusive bunch, and it’s important you can feel you belong here. We value everybody for who they are and what they bring to the table, supporting one another as we continue to deliver for our customers.

At Three we have a hybrid working arrangement in place as standard for office based employees, where employees work from a mix of office based location and working from their home in the UK to carry on their role.

Excluding retail, core hours at Three are between 10:00 and 16:00, with operating hours between 08:00 & 18:30. This allows employees to have a start time between 08:00 and 10:00 and finish time between 16:00 and 18:30.