: Personalization, Optimization

2 weeks ago

Toronto, Canada Rogers Communications Full time

At Rogers, we put our customers first in everything we do We’re growing our Customer Experience teams and are looking for team members who are committed to showing our customers and Canadians that we support them through their journey. Our Customer Experience team is enthusiastic, empathetic, and moved to make a difference -we’re passionate about people and ready to provide the ultimate customer experience to our customers. At Rogers, we're committed to connecting Canadians. Ready to build a rewarding career with us? If so, consider the following opportunity:
**Job Title: Personalization, Optimization & Mobile App Specialist**

In collaboration with product, content, design, marketing, product, and digital analytics teams, you will develop use cases that leverage data-driven insights to improve service journeys within mobile apps. You will design and implement tailored customer experiences that not only meet business goals but also enhance customer support and service efficiency as well as reducing customer care calls.

The role of the Personalization, Optimization & Mobile App Specialist requires a combination of technical expertise, strategic thinking, and leadership abilities to transform data into actionable insights that drive growth and efficiency for Rogers.

**What you will do**:
Strategic Leadership:

- Define and implement a personalization strategy focused on optimizing mobile service journeys, making interactions smoother and more intuitive for Rogers’ digital active customers in need of support or service assistance.
- Develop specific use cases for mobile app personalization that address service-related pain points, such as proactive support prompts, tailored self-service options, and automated issue resolution pathways.
- Establish KPIs and performance metrics to track the effectiveness of personalization efforts, focusing on key service journey outcomes, including reduced support time, increased user satisfaction, and improved app engagement.

Use Case Development & Implementation:

- Work with cross-functional teams to identify high-impact service journey touchpoints that can benefit from personalization, such as onboarding, troubleshooting, and account management.
- Create personalized messaging, content, and recommendations tailored to user segments based on behavior, preferences, and service history to provide a seamless experience during service interactions.
- Drive A/B and multivariate testing to validate personalization use cases, iterating based on data-driven results to enhance customer experiences.

Data-Driven Insights for Service Optimization:

- Utilize analytics tools to gather data on user interactions within service journeys, using these insights to inform personalization strategies that anticipate and respond to customer needs.
- Collaborate with data science teams to develop predictive models that identify when users may need proactive support or relevant service options.
- Regularly analyze performance data to assess the impact of personalization efforts, identifying opportunities to refine approaches and meet evolving service needs.

Performance Tracking & Reporting:

- Partner with digital analytics and performance teams to track key personalization metrics, such as engagement, conversion, resolution rates, and customer satisfaction, particularly within service interactions.
- Develop and deliver reports on personalization initiatives to key stakeholders, highlighting performance against goals and providing insights for future optimizations.
- Utilize advanced analytics and reporting tools to visualize and communicate the impact of personalization on service journeys, ensuring alignment with broader business objectives.

Cross-Functional Collaboration for Service Excellence:

- Collaborate with product, design, UX, and customer service teams to integrate personalization seamlessly into mobile service experiences, ensuring a cohesive journey from troubleshooting to resolution.
- Partner with support teams to align personalization strategies with service objectives, such as reducing call center volume and increasing app-based self-service.
- Work closely with design, UX and CRM teams to ensure that personalized content aligns with the overall brand message while addressing specific service journey needs.

Innovation & Trends in Service Journey Personalization:

- Stay current with industry trends in mobile personalization, particularly within telecommunications service journeys, incorporating best practices to continuously enhance the user experience.
- Experiment with new personalization approaches and technologies to improve the service journey, such as AI-driven support prompts, contextual service messages, and predictive service recommendations.

**What you will bring**:

- Education: Bachelor’s degree in marketing, data science, business, or a related field (Master’s degree preferred).
- Experience: 3+ years of experience in digital journey optimization wi

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