Digital Optimisation Manager NortonLifeLock

Symantec

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Company Type
Workhours

eServices Business Optimization Manager (Digital Self Service)

About NortonLifelock: 

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.

Responsibilities:

  • Manage an eService Business optimization program responsible for driving live agent cost reduction & upgrade revenue via a series of automated bot experiences.
  • Drive live agent cost reduction by:
  • Optimizing our customer service web & product UI support portal experience
  • Improve the containment rate of calls handled by our Natural Language powered Virtual Assistant by optimizing call scripts and CX flows.
  • Develop automated bot experiences for Social, Messaging and Chat interactions.
  • Drive upgrade revenue selling our new Cyber Safety Plans by
  • Identifying the moments of truth in support experience to upgrade the existing customer to better protection plans
  • Offer new customers protection when interacting with our bot experiences
  • Work in partnership with the sales team to refer warm sales leads to live sales agents
  • Build predictive data models with our business intelligence teams to segment and target customers with appropriate offers.
  • Identify opportunities for new Bot, AI & Machine Learning experiences that drive cost reduction and upgrade revenue generation.
  • Advocate for eServices and work with cross-functional teams across the Consumer Business Unit to resolve customer issues.
  • Contribute to financial planning & forecast.

Qualifications:

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.

  • Bachelors Degree or equivalent experience required
  • 8+ years of business/conversion optimization experience
  • Digital/performance marketing
  • Direct/lifecycle marketing experience
  • Growth hacking/marketing experience
  • Consumer business experience is a must
  • Consumer support/service experience is a plus
  • CRO - Customer Rate Optimisation

#LI-AM1

Symantec is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive and accessible environment for all employees. All employment decisions are based on merit, experience, and business needs, without regard to race, color, national origin, age, religion, sex, pregnancy (including childbirth or related medical conditions), genetic information, disability (physical or mental), medical condition, marital status, sexual orientation, gender identity or gender expression, military or veteran status, or any other consideration made unlawful by federal, state, or local law. Symantec strictly prohibits unlawful discrimination based on such protected characteristics and seeks to recruit the most talented candidates from diverse cultures and backgrounds.

We also consider for employment qualified individuals with arrest and conviction records. In addition, Symantec will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Learn more about pay transparency.

EEO is the law. Applicants and employees of Symantec Corporation are protected under Federal law from discrimination. See the EEO poster and supplement. 

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Confirmed 15 hours ago. Posted 30+ days ago.

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