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Digital Customer Experience Manager

Below you will find the details for the position including any supplementary documentation and questions you should review before applying for the opening.  To apply for the position, please click the Apply for this Job link/button.

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Please see Special Instructions for more details.

The Virginia Lottery is an independent state agency, and as such all positions are exempt from the Virginia Personnel Act, as well as most Executive Branch human resources policies. The Virginia Lottery is a fun place to work and values diversity in the workforce. We offer a competitive salary and excellent benefits. The Virginia Lottery is an Equal Opportunity Employer. Only online applications completed in their entirety will be accepted for this position. The Virginia Lottery will provide, if requested, reasonable accommodation to applicants in need of accommodation in order to provide access to the application and/or interview process. If any assistance is needed when applying online, please contact the Virginia Lottery's Human Resources Department at jobs@valottery.com. Applications will be accepted until a suitable pool of candidates is received. After 5 business days, this position may be closed at any time.

Position Information

Position Information

Working Title Digital Customer Experience Manager
Role Title Non-Classified
Job Open Date 12/27/2017
Job Close Date
Open Until Filled Yes
Is this position funded in whole or in part by the American Recovery & Reinvestment Act (Stimulus Package)? No
Hiring Range Commensurate with Experience
Agency VA Lottery (172)
Agency Website Click Here for Agency Website
Location Richmond (City) - 760
Sublocation Richmond /Headquarters
Position Number 00476
Job Posting Number 1032836
Type of Recruitment General Public - G
Does this position have telework options? Yes
Bilingual/Multilingual Skill Requirement/Preference No
Job Type Full-Time (Salaried)
Job Type Detail Full-Time Salaried - Non-Faculty- FTS-1
Pay Band UG
Job Description

At the Virginia Lottery, we work hard and play even harder. For 29 years, we’ve been working and playing together, building an amazing organization committed to growing and giving back – and having fun while doing it. We work hard to build authentic relationships with all Virginians by allowing them to experience our “We’re Game” brand in surprising, relevant and unique ways. Operating entirely on revenue from game sales, rather than tax dollars, the Virginia Lottery generates approximately $1.5 million per day for Virginia’s K-12 public schools. In short, we’re game for fun, and we’re game for education by contributing to Virginia’s future one play at a time. Are you?

The Virginia Lottery is currently seeking a Digital Customer Experience Manager to join our Digital Department.

The Digital Customer Experience Manager is responsible for leading the development of digital customer experience strategies and plans for new and existing technologies including website(s) and mobile applications, while establishing a vision for optimum user experience. This individual must understand our customers and their needs completely and thoroughly, and lead the development of customer personas and journey maps. Collaborating with the Digital team in a highly agile environment, this position will provide significant input into decisions that shape user experience, optimization plans and digital design, while delivering on the Lottery’s Omnichannel content and experience strategy.

Responsibilities include:
– Collaborating across the organization, including Information Technology Services (ITS), Advertising and Gaming, Sales, Communications, and other departments to develop strategies, digital design, and implementation plans to support digital efforts throughout the organization
– Leading the development of strategies for personalization, SEO, and content while working closely with the Digital team on game development, advertising, promotions, CRM, and Loyalty strategies
– Being a visionary who can combine strategic thinking with the ability to develop, test, execute, measure, learn and iterate on digital experiences
– Establishing and maintaining strong vendor relationships through strong leadership and management skills
– The ability to create and thrive in an agile environment
– Managing a team responsible for the development and execution of the digital customer experience.

In addition, the Digital Customer Experience Manager will:
– Develop KPIs, analytics, reporting and dashboards for digital department initiatives
– Collaborate across the department to define, setup, and evaluate digital advertising efforts, A/B testing, promotional activity, and outbound communication effectiveness
– Assess and optimize the mobile and web customer journey to ensure best-in-class user experience across channels and devices
– Establish and lead website and mobile optimization including A/B testing, content personalization and product recommendations
– Analyze and prioritize customer segments, journey and opportunity areas based on quantitative and qualitative data

Minimum Qualifications

The person selected for this position will have:
– Bachelor’s Degree from an accredited 4-year college with major studies in Marketing, Communication, Business, or related field
– Course work and/or experience in digital customer experience, strategy, design, implementation, and analytics
– 5 years of experience managing website, mobile and social media content, and customer experience
– Proven ability to lead, manage and coach teams
– Exceptional communication skills with the ability to present findings, strategies, plans, and recommendations to leadership
– Ability to manage multiple projects simultaneously
– A comparable amount of training and experience may be substituted for the minimum qualifications

Preferred Qualifications

Preferred qualifications include:
MBA/Masters Degree in Marketing or related field
– Lottery experience
– Agile and CMS training and/or certification
– Sitecore experience/knowledge

Special Requirements

The selected candidate will be required to pass a background investigation.

Special Instructions to Applicants

The Virginia Lottery is an independent state agency, and as such all positions are exempt from the Virginia Personnel Act, as well as most Executive Branch human resources policies. The Virginia Lottery is a fun place to work and values diversity in the workforce. We offer a competitive salary and excellent benefits. The Virginia Lottery is an Equal Opportunity Employer.

Only online applications completed in their entirety will be accepted for this position.

The Virginia Lottery will provide, if requested, reasonable accommodation to applicants in need of accommodation in order to provide access to the application and/or interview process. If any assistance is needed when applying online, please contact the Virginia Lottery’s Human Resources Department at jobs@valottery.com.

Applications will be accepted until a suitable pool of candidates is received. After 5 business days, this position may be closed at any time.

Contact Information

Name Human Resources
Phone 804-692-7200
Fax
Email
Address

Posting Specific Questions

Required fields are indicated with an asterisk (*).

  1. * Do you have an Interagency Placement Screening Form (Yellow Form) as issued under Policy 1.30 Layoff? (Commonwealth of Virginia Employees Only);
    • Yes
    • No
    • Not Applicable
  2. * Do you have a Preferential Hiring Form (Blue Form) as issued under Policy 1.30 Layoff? (Commonwealth of Virginia Employees Only)
    • Yes
    • No
    • Not Applicable
  3. * How did you find this employment opportunity?
    • State Recruitment Management System (RMS)
    • Agency Website or Bulletin Board
    • Job Board (Indeed, Monster, Dice, etc.)
    • Social Media (Twitter, Facebook, LinkedIn, etc.)
    • Newspaper or Professional Journal (Please specify below)
    • Career Fair or Job Event (Please specify below)
    • VEC (Virginia Employment Commission)
    • Radio/TV (Please specify below)
    • Other (Please specify below)
  4. * Please specify the actual source from your response to question #3 above (Name of newspaper, Journal Title, Job Board, Career Fair, Agency Website, Social Media Type, etc.) If unknown or none, enter: N/A.

    (Open Ended Question)

  5. * Please describe your experience as it relates to the qualifications for this position.

    (Open Ended Question)

  6. * Which of the following statements best describes your educational level?
    • I have a high school diploma or equivalent.
    • I have some college education.
    • I have an Associates Degree.
    • I have a Bachelors Degree.
    • I have a Masters Degree.
  7. * Collaboration and working closely with other stakeholders is critical to success in this position. Please describe your experience in collaborating and partnering with others.

    (Open Ended Question)

Applicant Documents

Required Documents
Optional Documents
  1. Resume
  2. Cover Letter