Digital Content Administrator
Dyson is growing. Fast. More products. New categories. More information. We are a global technology company with a global brand. Managing the way we communicate with our customers, and with other Dyson people, is essential to protecting and developing our reputation. The Brand Graphic Design Team will focus on ensuring that the equity carried by our Visual Identity and it’s application isn’t at risk, and that instead it is being leveraged to add value to everything we do.
1. Profitability – Expand the reach of self service capability to support the drive to global profitability for service operations
Deploy new app, web and Resolve support content to extend the geographical reach of this solution, ensuring all content is fully authorised by required stakeholder ahead of go live. Ensure all NPD has associated online help content for launch, driving self service capability and reducing contact centre operational costs.
Ensure self-service resolution rates hit a minimum of 85% through analytical reporting and optimisation of current scripts with an aspiration to increase to 90%.
Deliver new and existing Spares and Accessory online shop functions globally in line with business opportunity to maximise revenue.
Supporting the OE Digital Executive team, drive forward implementation of customer service self-help videos online across Dyson.com.
Support new web, app and systems functions to drive cost efficiency/avoidance in line with business need.
2. Owner Experience – Implement new web and systems functions to enhance owner experience.
In conjunction with the OE Digital Executive team, deliver diagnostic scripting in all required languages in line with new product launches globally.
Manage the timely completion of requested market amends. Assess requested change against the global template and manage stakeholders accordingly. Adopting the change globally, where relevant, if supported. Deliver amends to diagnostic scripting to improve owner experience, quality and Contact Centre efficiency.
Update and maintain all implemented CS online functions globally within agreed timelines.
In conjunction with the OE Digital Executive team, ensure all project work is completed in a timely fashion to deliver customer support online in line with product launches.
Adapt media using Photoshop from lead market provided by the OE Digital Executive team; localising with language and content.
Be responsible for all content globally within an allocated product category.
Liaise with RDD and Customer Service teams on a weekly basis to capture up to date feedback on product diagnostics to drive accuracy and efficiency for Customer Service teams and Dyson.com.
Fulfil other duties as required
Relish the opportunity to pick up new activities that broadly fall in the purpose of the role.
Fix things that you can see need fixing.
Excellent understanding of issues affecting Customer Service efficiency and delivery.
A high level of PC competence.
Understanding of HTML and its uses.
Excellent organizational ability.
Exceptional product knowledge.