27 days old

Journey Development Manager

Cisco Systems Inc.
Carolina Shores, NC 28467

Renewals and Growth, Journey Development Manager


Who You Are


The Digital Lifecycle Journeys team seeks a candidate to drive the strategy and execution of the Renewals and Growth Architecture and digital notifications and journeys. This person would lead the team responsible for designing, building and managing the Renewals and Growth Digital Lifecycle Journey and would engage cross functionally with stakeholders. You will be responsible for related deliverables against globally aligned end to end capabilities supporting the Customer Experience (CX) business. You will partner with business leaders to assess the overall health of digital journeys for Renewals and Growth and then create a roadmap to continually optimize and improve the customers digital experience.


This role will develop a productive and innovative application of personalized content, customer segmentation, targeting and analytics to ensure were targeting the right customer, at the right time, and with the right message in a way that results in increased adoption, bookings, retention and ultimately, success for Cisco customers.


What youll do:

  • Work cross functionally to build relationships and collect requirements, obtain alignment and drive strategy fwd.
  •  Develops the digital lifecycle journey maps to match CX blueprint by stage, offer, solution and use case driving ALL customers to use, love and renew Cisco solutions via digital
  • Works cross functionally to collaborate, co-design and document the customer journey and notification with strategy, audience segment, rules, data exchange, content, digital/human/physical touch points for all routes to market
  •  Builds a project plan, and expertly manages the execution of the journey/notification from concept to launch
  •   Determine areas where customer listening, and user testing can support strategy and decisions and manage having research teams execute against them
  •  Leverages data from and customer/partner/seller listening and user testing to design and optimize the customer journey and notifications
  • Analyze, design, and implement changes to engagement points between the customer and the company to enhance customer experience with company services and products
  • Serve as customer advocate and recommend the signature digital customer experience for Renewals and Growth
  •  Identify and document business objectives and reporting requirements of internal customer-- oversee the reporting and analysis of key metrics
  •  Design and present cohesive models, capability blueprints, and roadmaps to stakeholders in order to secure consensus on proposed capabilities and technology initiatives
  • Collaborate with business leaders and cross-functional teams as a customer advocate to integrate client feedback and experience metrics into decisions on processes, products, and service offerings to improve client usability, satisfaction, and loyalty
  • May reach out to customers, interact with website users, and/or conduct research to vet ideas and prototype solutions before implementation
  • Work with operations and IT teams to optimize processes and incorporate applicable data and automation solutions into all campaigns
  •   Management and optimization of digital lifecycle journey post implementation/deploymentAnalyze performance and make recommendations to journey development team of ways to improve effectiveness or A/B test digital journeys or notifications
  • Utilize data and offline process interviews and events to identify opportunities for optimization
  • Design and manage engagement across many digital channels, making for an omnichannel digital experience for our customers Build programmatic plans for channel personalization and localization opportunities
  • Oversee management and reporting of impact metrics for digital journeys
  • Work with content teams, Cisco communities, and engineers to analyze, isolate, research, and solve adoption barriers
  • Provide customer feedback to Cisco stakeholders to continuously optimize the digital customer experience

We are seeking high-energy and qualified candidates who possess the following skills and experience:

  •       5 years experience
  •     Bachelor's degree in Business, Marketing, or a related discipline
  •      Strong analytical, problem solving and creative thinking skills
  •       Digital marketing and digital channel experience
  •        Strong customer interface and presentation skills, with a Customer Focus attitude
  •        Able to act as a trusted advisor in addressing our customer's business needs
  • Ability to work well in a fast-paced, dynamic environment
  • Self-starter, problem solver, who thinks outside the box to solve digital problems creatively
  •       Excellent planning, time management, organizational and interpersonal skills
  •       Ability to develop timelines and execute work against them with many resources from across teams
  •        Exceptional leadership, writing and presentation skills; ability to leverage various types of media to tell factual stories clearly, creatively, and succinctly
  •       Demonstrated effectiveness in working with development organizations, sales, marketing and channel teams
  •      Data integration and technical understanding of data architecture is preferred

Knowledge or Experience with:

  • Sales pipeline management and sales and revenue quotas
  •  Web-analytics and data reporting
  •  Content Marketing
  •  Salesforce,com Marketing Cloud, Eloqua, Marketo or similar platforms is a plus

Who youll work with


You will work cross functionally with the Customer Experience, Sales, Marketing, and IT organizations, playing a leadership role in transforming Cisco by developing and implementing analytic models and intelligent automation to drive us toward a data-driven digital organization.


Digital LifeCycle Journeys digital expertise makes us uniquely qualified to address the evolving expectations of todays connected customers and partners, along with Cisco sellers. Using real-time connected data, machine learning, and automation; the team enables Cisco sellers and partners to deliver a powerful, personalized experiencethroughout the entire customer lifecycle. DLJ is focused on providing customers with an immersive digital experience with Cisco. This in turn drives improvements in recurring revenue, cost savings and sales effectiveness for Cisco and its partners.


Why Cisco
We connect everything: people, processes, data, and things. We innovate everywhere, taking bold risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals. And we do it in style with unique personalities who arent afraid to change the way the world works, lives, plays and learns. 

We are thought leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars. We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers. 


We Are Cisco





Posted: 2020-11-04 Expires: 2020-12-04

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Journey Development Manager

Cisco Systems Inc.
Carolina Shores, NC 28467

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