What are the responsibilities and job description for the Digital Experience Specialist position at The Raymond Corporation?
Digital Experience Specialist
About our company:
The Raymond Corporation is a member of the Toyota Industries family of companies. We empower you to do great work in a company with 100 years of success, innovation and growth. Our Associates are the foundation of our continued success. If you're innovative and enjoy the thrill of making things happen - share our vision and grow with us.
About the position:
This position is responsible for supporting The Raymond Corporation's digital customer experience strategy (DXS), including direct platform and product management for Raymond Basics and Lift-Rite ecommerce and the Raymond Enterprise Exchange (S&SC Extranet). Raymond DXS products digitally engage with Raymond Corporate, dealer network, and customer end-users, and are highly cross-functional and collaborative. This position is responsible for developing business requirements and analyzing user experience data to drive/support business processes and the advance DXS product roadmap through iterative releases. This role will be involved in user story creation, elaboration and development cycles to build and enhance features across ecommerce, the S&SC Extranet, and other Raymond DXS products as required. This role requires broad thought across the entire omni-channel customer life cycle to advocate for seamless integrations to other systems and platforms as well as business process improvements within Raymond and Toyota's broad ecosystem. This is a change agent role and the associate should be familiar with:
- General business operations (P&L)
- Agile software development
- Digital platforms and digital user experience
- Digital Commerce and Digital Marketplaces B2B and B2B2B business models (Manufacturer -> Distributor
- -> End-Customer)
This position will report to the Aftermarket & Digital Strategy Product Manager and work with product owners, program managers, internal and external development partners, key stakeholders (dealers and customers) and digital QA teams to ensure the products are continually updated and feature-rich and the features are working as expected.
You will:
- Day-to-day management of digital product development backlog, ecommerce website and customer support, and S&SC Extranet content
- Gather and document business requirements from key stakeholders and end-users
- Elaborate/groom business requirements for business use cases and user stories
- Develop/write, elaborate and prioritize user stories and functionality for sprint/Program Increment development cycles
- Analyze UX data to influence the product backlog and recommend improvements
- Work with the Product Manager to draft project plans, time frames and prioritization while ensuring all stakeholder expectations are aligned
- Maintain consistent and clear communication with all stakeholders regarding new development, user feedback, and customer support issues
- Create, maintain and present monthly reporting on ecommerce sales and UX metrics across multiple products
- Support documentation creation and management of workflows, functional and technical requirements
- Cultivate feedback loops to understand user behavior, new requests, and improvement ideas
- Support digital quality assurance end-to-end efforts including test cases, test execution, and defect triage
- Support internal and dealer business process creation and improvements to support the overall digital CX strategy
- Assist cross-functional teams on the day-to-day execution of projects and initiatives
- Use of diverse types of communication platforms and channels including digital messaging, a modern intranet, web apps for e-authoring presentations, videos, graphics, and more
- Develop work instructions to guide and train associates on uniform communication standards within customer-facing platforms
- Actively engage in internal meetings, participating in company-wide initiatives and priorities
- Work collaboratively in a team environment with remote partners
About you:
- A Bachelor's Degree is preferred.
- Two or more years of related experience is required.
- Speak, write, and edit succinctly and compellingly
- Attention to detail and a commitment to delivering clear and precise work
- Outstanding interpersonal skills and ability to collaborate
- 5 years of communications or training experience
It would be great if you had:
- 3 years of Agile methodology experience
- Technical familiarity with SharePoint, Azure DevOps, Microsoft Teams, Microsoft Office, SAP Hybris, and Power BI
- Strong presentation skills - comfortable presenting to a diverse audience in person and remotely
About the total compensation package:
Salary - $66,584 - $78,242 depending on experience
Relocation - This position may qualify for relocation.
Benefits - We recognize the value of a comprehensive benefits program for our employees and work tirelessly to make sure our package meets the needs of our employees and their families. Eligible employees can elect and participate in a variety of benefits including:
- Medical and Rx Plan options
- Dental and Vision Plan options
- Vacation on day 1
- Employee Assistance Program (EAP)
- Flexible Spending Accounts (FSA) for medical and dependent care
- Life Insurance and AD&D
- Short-Term and Long-Term Disability
- Accident, Critical Illness, and Indemnity Insurance
- ID Theft Protection
- Comprehensive 401(k) retirement plan with company match
- Profit Sharing Plan based on annual profitability
- Long-Term Care Insurance
- Vacation, Sick, & Volunteer Time
- Company Paid Holidays
- Tuition Aid Program
- A Bachelor's Degree is preferred.
- Two or more years of related experience is required.
Additional Details : Employment authorization required. The Raymond Corporation will not pursue visa sponsorship for this position.
Salary : $66,584 - $78,242
