eServices Business Optimization Manager (Digital Self Service)
The Consumer Division of Symantec is now NortonLifeLock Inc. For comprehensive protection from a global leader in consumer Cyber Safety, visit www.nortonlifelock.com.
NortonLifeLock is a fast-moving global market leader providing world class cyber security for our consumers. We have an extensive security history and a pioneering spirit, protecting our customers, their data and their identities for over 25 years. Our digital world is constantly changing and so at NortonLifeLock we never rest. We have built a rich and widespread intelligence network, constantly gathering data on threats from over 40 million endpoints in over 150 countries. That data is what drives our protection, enabling us to stop even emerging threats that nobody has ever seen before. It takes a non-stop operation to stay one step ahead of the more than 80,000 new malware threats that appear every day. We have a team of over 1,700 customer care experts across the globe to ensure our customers have easily accessible support no matter where they are – protecting them at all times.
About the Role:
We are looking for an entrepreneurial leader with Digital Performance Marketing Experience. This role will drive business optimization programs for digital omnichannel customer service experiences for Norton & LifeLock. The ecosystem is primarily for direct customer-facing communication channels and the goal is to improve customer satisfaction via information technology and automation while reducing human agent cost. The role is part of the eServices Business Optimization team, which is a part of the eServices organization within the Consumer Services & Inside Sales division.
eServices are responsible for end-to-end experience and performance for all interactions beyond human agents. eServices Business Optimization drive increased adoption & optimization of self-service channels. The role will be an individual contributor, driving eServices optimization and adoption programs. The business optimization team are responsible for the quarterly financial business result – forecast & delivery. The individual will need to collaborate with our platform team to align future strategy/priority, and partner with channel team to deliver optimal cost-effectiveness and customer experiences for 25M of Norton & LifeLock members.
The candidate must be strong in problem-solving, strategic thinking, digital marketing, conversion optimization & business analytics. Excellent collaboration and communication is also imperative given the nature of this role.
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