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[Expired] - [HIRED] Digital Experience Manager

Company: Work.Life
Coworking Space: Work.Life Camden
Address: London, UK 13 Hawley Cres, NW1 8NP

Work.Life is a flex workspace provider for businesses who care about people. We believe that happy teams deliver measurable benefits for businesses. That’s why everything we do, from workspace design to delivering a best-in-class personal service, is designed to create happy working environments. We have coworking & managed offices across London, Reading and Manchester; over 3000 members; and an amazing team of over 40 who share our ambition to redefine the workspace experience for the better.

In 2020, Work.Life joined forces with Knight Frank to create Yours, a partnership combining 100 years of real estate expertise with a brand recognised for hospitality excellence. Through Yours, we partner with landlords to deliver a flexible, customer-centric solution for businesses wanting their own office space delivered and managed by us.

Your role

This is an exciting new role, created with our members, tenants, and external stakeholders digital experience in mind. We’re looking for an experienced, curious and customer focused person to take ownership of the end-to-end digital experience for our members and tenants. Using analytics, customer and team insight, and product best practices, this role will lead on creating outstanding digital customer experiences for our members and tenants.

Your day to day

Continuously improve end-to-end digital experience for members across the business

Regularly review digital experience for our members (from sign-up to renewal/exit)

Put in place feedback points across our digital products internally and externally

Use insight from research and analytics tools to help steer the direction and specification of digital product development

Grow our member and tenant NPS scores through improving the digital touch points

Set long term digital strategy

Set long term digital strategy roadmap across Work.Life products, outlining quarterly & annual objectives as well as potential risks, challenges and opportunities

Recommend the nature and scope of present and future digital products by reviewing product specifications and requirements; helping to appraise new ideas

Be knowledgeable about available proptech opportunities and steer decision making on what to implement, what to customise, and what to build; and be able to demonstrate the ROI behind your decisions

Maintain existing digital products

Ensure existing digital products are fit-for-purpose

Oversee contractors to deal with specific product improvements required

Point of contact for our IT contractors should there be product level issues

Own relationships with 3rd party product partners within the customer facing digital infrastructure

Create and implement digital product roadmap to upgrade existing digital products or look at new features/products

Identify best-in-class 3rd party product opportunities

Drive strategy and decision making on external solutions v product development & customisation

Create and plan any development sprints required with external agencies

Produce detailed briefs and requirements docs for individual digital projects

Work with agency developers to deliver the product on time and to mitigate any development risks that come up

Budgeting for digital products

Produce annual budgets and report against budgets monthly

Reporting

Regular reporting on key digital product metrics against targets

Report monthly against budget

Reporting on customer insight from feedback touch points & on digital experience

About You

You’ll be a great planner who’s able to manage multiple priorities with top organisation and project management skills as you’ll be responsible for many moving pieces across teams

You’ll be results driven with an ability to resolve challenges between multiple stakeholders in a positive manner, and to drive projects forward to clear outcomes

You’ll be skilled in different digital product methodologies and will be confident in using your technical skills to improve the digital experience

You’ll have strong communication skills to navigate and communicate across teams and “soft skills” to keep teams and external suppliers on track and engaged

You’ll have the technical knowledge to product manage a development team

You’ll have a history of providing real world customer experience enhancements through tech

You’ll be curious and great at surfacing opportunities by engaging with our members, team and stakeholders

You’ll be great developing and presenting new ideas, approaches and solutions

Knowledge of commercial real estate is desirable but not essential

Why you’ll love Work.Life

Work happiness is our passion, and this starts with our own team. We offer a supportive working environment, plenty of training and development opportunities, competitive salary, monthly wellness package, team joy budget, quarterly socials and more, so you can work happier.

Salary depending on experience

A supporting & friendly team of hard-working people

25 days holiday per year excl. Bank Holidays (additional day per year in the business up to 30 days)

£75/month towards your mental & physical wellbeing

Team joy budget to be spent together with the team

Flexible working policy

2 x 45-minute coaching sessions per month through More Happi our coaching partner

Optional therapy available via Self Space our mental health partner

4 paid charity days per year – we’ve teamed up with Matchable to make this more accessible

Quarterly team socials

Discounts with brilliant local businesses

The need to knows

The start date for this role is June/July 2021

The interview process will be three stages: a phone interview and two face to f