CX Digital Presence And Technology Manager

Role title: CX Digital Presence & Technology lead

The CX Digital Presence & Technology role is a hybrid of Customer Experience (CX) strategy, digital ecosystem management, and technology enablement. It bridges customer-centric thinking, digital interface design, and technology coordination, ensuring that the customer journey across digital touchpoints is seamless, intuitive, and measurable.

Role Summary

We are looking for a collaborative tech savvy professional to manage and evolve our CX Digital Presence across web and app platforms as part of our customer experience strategy. This role will be responsible for the performance of our websites and related digital tools shaping and driving the experience behind the organization’s digital customer touchpoints and ensuring they align with business goals. This role involves working across teams to deliver exceptional experiences. You’ll act as a key liaison between product, delivery, design, technology and marketing, to ensure seamless integration and evolution of digital experiences with a focus on customer needs and data-driven decision-making.

Key Responsibilities

Digital Experience Management

• Own the strategy, design, and performance of customer-facing digital platforms (website, mobile apps, customer portals, etc.)
• Support with UX/UI personalization, and accessibility across digital touchpoints
• Optimize digital journeys for healthcare programs enrolment, engagement, conversion, and retention
  
  

• Partner with IT, data, and product teams to implement and evolve CRM, CMS, CDP, and analytics tools
• Stay ahead of digital and CX tech trends (AI chatbots, self-service tools, voice/UI, etc.)
• Manage integrations across digital tools to enable unified customer journeys
  
  

• Leverage digital analytics, VOC (Voice of Customer), and behavioral data to inform CX strategies
• Translate insights into actionable enhancements for digital channels to improve our digital experience
  
  

• Collaborate with Product, Marketing, Design, and IT to ensure aligned digital and CX roadmaps
• Serve as the customer advocate in technical or platform decisions
• Lead vendor management, agency collaboration, and platform evaluations
  
  

• 7–10 years in digital experience, CX, digital product, or website management
• Strong understanding of CX principles, UX/UI best practices, and agile delivery
• Strong algorithmic thinking and logical problem-solving skills, able to conceptualise how digital systems and workflows interact, particularly in app ad tool ecosystems. (tech feasibility + CX goals)
• Hands-on experience with Apps/ Martech/CRM platforms (e.g., React, Salesforce, Adobe, Contentful)
• Ability to analyse and map out customer journeys through digital tools and identify opportunities to optimise logic, automation or feature behaviour
• Familiarity with analytics (GA4, Adobe)
• Excellent cross-functional collaboration and communication skills
• Strategic thinker with strong project management and execution capability