Wellington Digital Experience Manager WGN

Job description

We Are Fujitsu We use technology to make happier lives. We are a global leader in technology and business solutions that transform organizations and the world around us. We have a long heritage of bringing innovation and expertise, continuously working to contribute to the growth of society and our customers. About the role Role: Digital Experience Manager Location: Wellington, New Zealand (On-site / hybrid) We are seeking an experienced Digital Experience Manager to join our New Zealand Customer team. The Digital Experience Manager is responsible for governing, operating and continuously improving the customer’s digital experience across Device Lifecycle Services and related service frameworks. Using customer feedback, service data, analytics and experience insights, you will identify opportunities to improve service performance and deliver measurable customer and end-user outcomes. Working closely with the Customer Director, Service Delivery Manager, delivery teams and third-party providers, you will help deliver a coordinated One Fujitsu experience while supporting operational governance, escalation management and continuous improvement. This role participates in an on-call roster, which may require availability outside normal working hours, including evenings, weekends and public holidays. When on-call, you will need to remain contactable and able to access the network remotely if required. About you You are an experienced service delivery or digital experience professional with strong customer engagement, stakeholder management and continuous improvement capability. You will bring: • Minimum 5 years’ experience in Service Delivery Management, digital experience, customer experience or a related technology services role • Strong knowledge of service delivery management, governance and operational performance • Proven customer relationship and stakeholder management experience • Experience managing operational risks, issues and escalations • Experience working across virtual, cross-functional or matrix teams • Strong analytical, problem-solving and communication skills • Sound commercial and financial awareness within a managed services environment • ITIL certification or equivalent practical IT service management experience • Flexibility and willingness to participate in an on-call roster outside normal working hours, including weekends and public holidays Responsibilities and Accountabilities You will: • Use customer feedback, service data and analytics to identify trends and drive measurable improvements • Manage continuous improvement plans and track outcomes • Contribute to digital experience strategy and customer experience objectives • Improve the user experience across Device Lifecycle Services and other applicable services • Identify customer pain points, risks and service improvement opportunities • Manage operational customer relationships, governance, service performance and escalations • Work with internal teams, partners and suppliers to deliver agreed outcomes • Support effective SLA and XLA management • Translate customer needs into practical service enhancements and innovation opportunities • Participate in the on-call roster and provide support or escalation as required outside normal working hours Relocation Supported: No Visa Sponsorship Approved: No Why Fujitsu? We are an organization with a strong set of values and a history of respecting fairness and equality, whilst promoting diversity, equity, and inclusion. We constantly push ourselves to do better and strive to bring together a diverse mix of perspectives and talents in an inclusive environment, where we encourage our people to bring their full selves to work. We call this Be Completely You. • We put people first. We believe in the power of diversity to drive innovation and our AWEI (Australian Workplace Equality Index) Platinum Employer status, and Rainbow Tick certification for LGBTI+ inclusion show that we value an inclusive culture. • We offer tailored career paths across our global organization to support your professional and personal growth. • Our customers trust us. We have an excellent reputation across the region and globally. • Best in-class reward and recognition programs flexible work, volunteering leave, and more. • We live our values of aspiration, trust, and empathy, all day, every day. Commitment to Diversity, Equity and Inclusion As an inclusive employer, Fujitsu aims to recruit a diverse range of talents to help us achieve our purpose. In line with our diversity, equity, and inclusion strategy, we highly welcome applications from women and gender-diverse people; Aboriginal and Torres Strait Islander people; Māori and Pacific people; LGBTI+ people; people with a disability; culturally and linguistically diverse people; veterans, Australian Defence Force (ADF) and emergency responders. Transgender and gender-diverse applicants can request a copy of our Frequently Asked Questions to assist with the recruitment journey. If you don't tick every box in this job description, please don't rule yourself out. Research suggests that underrepresented groups tend to only apply if they meet every requirement. We focus on hiring people who value inclusion, collaboration, adaptability, courage, and integrity, rather than ticking boxes so if this resonates with you, then please apply. For more information, please email careersapac@fujitsu.com . Search Firm Representatives – PLEASE READ: Fujitsu does not accept unsolicited assistance from search firms for employment opportunities. All CVs or resumes submitted by search firms to any employee at our company without a valid written agreement in place for this position will be considered the sole property of our company. No fee will be paid if a candidate is hired by Fujitsu due to an agency referral where no existing agreement is in place with the Fujitsu Talent Acquisition Team. Where agency agreements are in place, introductions must be through engagement by the Fujitsu Talent Acquisition Team. 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