About Merkle

Merkle is a data-driven customer experience management (CXM) company that specialises in the delivery of unique, personalised customer experiences across platforms and devices. With a thirty year heritage as a leading data and analytics consultancy, In 2016, Merkle became part of Dentsu, one of the world's top five 5 media companies agency networks with 60,000+ employees across 146 countries.

Dentsu leads the region in digital media trading. We create more data, promote more audience engagement and track everything. We specialise in applications of technology that inspire unmatched return on investment for our clients. As a result, we take a view on the implementation of technology across our digital business.

Merkle is looking to introduce a Digital Experience (DX) Manager to its Digital Experience team to help shape and deliver differentiating digital experiences for our clients, you will report into the Senior Digital Experience Manager. You will have experience working within digital, including working within a customer experience-focused role. You will previously have led digital projects and excel in a client-facing role.

The DX Manager will be an important part of the growing DX team, managing projects of work across Service Design, DX Strategy, Product Ownership, Goal & Design Principle definition, Audience segmentation and persona development, and customer research and experience measurement. Projects and workstreams will vary from complete re-designs of websites, apps or other digital platforms, to business as usual projects which focus on maintaining and optimising current Digital Experiences.

We are looking for someone to lead Digital Experience projects and workstreams, working with the client to understand their strategic goals and visions.

People and relationship management is central to this role and experience in this area will be important. The DX Manager will challenge clients and teams to deliver the best possible results.

This role is an opportunity to help with the evolution of the DX team to ensure that our Digital Experiences are always measurable, from both a behavioural data perspective and a usability perspective, so that we can measure our Digital Experience outputs.

The DX Manager will work with several Merkle teams (including SEO, CRO and Analytics) both here in London and internationally, to ensure that our strategies and recommendations are insight-driven and data led. You will have experience working with design teams to guide the implementation of digital experiences.

Life as a DX Manager at Merkle

• Deliver across the full DX spectrum of strategy, insight, design, implementation, testing, measurement and optimisation.
• Lead and meet Service Design briefs; collaborate to define blueprints across Experience, Tech, Data & Business Ops
• Work and manage design delivery teams on a daily basis.
• Create and carryout current-state audits of existing sites to assess the current state and look for opportunities to improve.
• Understand consumer needs, perform competitive analysis, user testing and develop insight to aid in the development of the digital experience strategy and inform design decisions.
• Visualise concepts to represent user journeys, personas, goals and information models.
• Work with clients and other teams to grow as a DX practitioner.
• Work with optimisation teams and data specialists to develop measurement, testing and optimisation plans to further improve experiences.
• Further enhance your experience with training, conferences, events.

What we are looking for in you

• Experience working within digital, including working within a Customer Experience role
• Experience working on website or app-based projects
• Be a leader, and communicate with confidence in a client-facing role
• An inquisitive and creative mindset, with the ability to empathise with the end-user
• Apply a mix of qualitative and quantitative analysis techniques to produce insights that help our clients improve their Digital Experiences
• Experience of data platforms such as Google Analytics, Adobe Analytics & Google Search Console
• Experience applying insights as part of a 'test and learn' approach
• Confidence in using data insights to define and support customer and our requirements
• Understanding of core web design, with a background in creating user flows, process flows and experience maps.
• Understanding of tools such as Adobe Experience Manager or a similar CMS
• Programming experience in HTML / CSS / JavaScript is not required but would be beneficial
• Preferably, you will have experience working in an agency environment, but this is not mandatory
• Other responsibilities of the DX Manager will include contributing to proposals and supporting sales literature, planning and attending client workshops, project requirements gathering, scope definition and creating clear and engaging project documentation
• Above all else we are looking for someone with a will to learn, we work in an industry where new best practices and technologies are released almost weekly

What we'll give to you:

Whether it's the joy of working with people at the top of their game or the Merkle social calendar, people love working here – and we hope you will too.

Here's a snapshot of some of the benefits we offer:

• Learning opportunities, through Dentsu University, free access to LinkedIn Learning along with the option to enrol in degree-level training programmes through Multiverse
• 29 days of annual leave (25 days holiday, your Birthday Day off and 3 additional Wellness Days). We also have 2 volunteer days per year and as an additional bonus we're typically closed between Christmas and New Year
• Flexible public holidays, swap days off according to your values and beliefs
• You'll have a hybrid working schedule (typically with set team charter days), we also offer flexible start/end hours – so you can choose what works best for you.
• All the feels – explore our dedicated benefits hub where there's a catalogue of benefits for you to choose from that suit you. Spanning PMI, Gym discounts, HelloFresh vouchers, Cycle to work scheme and some sustainability options

Dentsu is an equal opportunity employer. We do not discriminate based on sex, gender identity, race, colour, national origin, religion, sexual orientation, disabilities or any other protected basis because we believe that people come from all walks of life. We aspire to foster a community in which diversity is valued in both our employees and our ideas.

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