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Content and Journey Planner

Summary

Salary
Competitive
Team
Media
Location
United Kingdom - Hullavington Office

Dyson is a global technology company with a unique philosophy - to solve problems that others ignore, first. It transforms every category it enters with radical and iconic re-inventions that work, perform and look very different.

Five years ago, 80% of Dyson’s business was full-sized vacuum cleaners. Today, its digital motor-powered cordless vacuums, robots, Airblade hand dryers, bladeless fans, humidifiers, purifiers and heaters are powering its growth in 75 countries around the world. 2015 saw the addition of Jake Dyson Light to the portfolio, and in April 2016 Dyson took its biggest leap yet, revolutionising the world of health and personal care with the launch of the Dyson Supersonic™ Hairdryer and since then bringing new pioneering Personal Care machines to market through Dyson Airwrap and Dyson Coralle.

Dyson is rapidly expanding; in its new and core categories, and across all of its global markets. The next five years are going to be Dyson’s biggest and busiest yet. By 2025, there will be 100 new machines, 3 new product portfolios and Dyson’s headcount will have grown. With this pace of growth, these ambitious plans, and the complexities of global expansion, it is natural that Dyson is now thinking about the best ways to organise itself and manage its exciting new product ranges to best effect.

Dyson’s culture is unique; dynamic, inventive, technology-obsessed and decidedly un-corporate. The mindset is geared to constant change and Dyson’s pace brings constant challenge. It’s not easy or comfortable, but it’s this way of working that drives performance. Dyson suits people with the courage and resilience to find their own way, spotting opportunities where others don’t, and having the self-belief to persevere where others give up. “Good enough” isn’t good enough. Experiences are more important than experience. And attitude counts as much as aptitude.

Competitors are expanding reach and bringing products into the marketplace. However, Dyson differentiates through our superior technology and also the unique experiences that we bring to our Owners. Connectivity gives us a unique platform to provide differentiating experiences for our Owners through the Dyson Link App. However, we need to manage this ambition in a more efficient and agile way, bringing new technology to markets faster, reacting to Owner expectations quicker and leading the market in more innovative ways.

Dyson Connectivity

Dyson Connectivity is responsible for defining a world-class Connected strategy, product and owner experience in the Dyson Link App, to help take this amazing technology to market, explaining how our machines are different and their benefits. Where we demonstrate our machines and their superiority we win. Where we solve owner problems at speed, first time we win. But we also want to prevent issues from happening by analysing the data from sensors in our machines and the owner profiles we hold. We are also responsible for the development and delivery of the Connected features within the Dyson Link App and Cloud.

The next period of Dyson’s growth will see us taking our technology into more markets, doubling the business and quadrupling Direct. It will see our Owner base grow rapidly to 100m and a focus on both acquiring more Owners and retaining the Owners we have.

Our vision is to help Dyson owners get the very best out of ​their Dyson machines, through effortless ownership and personalized Care, by assisting them in simple, elegant and unexpected ​ways, using technology and data intelligently. ​

Our mission is to form a high-performing team to define a world-class Connected strategy and a reimagined Connected way of working and governance, harnessing data to create superior product and owner experiences, building a platform of trust with our owners and a community of Dyson advocates who will return to purchase from us again.

Connectivity will rely heavily on harnessing the power of data to provide insights back to the various areas of the business – NPI, RDD, Customer Services, Owner experience and GTM teams, to help make data-based decisions. Connectivity will also help us provide a more agile, mission based operating model. One which will enable us to continue our journey but in a more structured and efficient ways.

We are on an exciting Connected journey where our emphasis is around providing a better owner experience for our Owners. To this end, we are investing heavily in bringing together machine, app and owner data to bring bespoke recommendations – whether it be in help/support/guidance/repair/parts/machines – to our owners when they need it. 

The Role

We’re looking for a Content and Journey planner with a background in content strategy, experience design and journey mapping. Leading content strategy across our Connected real estate, you’ll collaborate with data analysts, experience designers, project managers, product owners and developers in NPI, RDD, GEO and Commercial to define the content needs for the core journeys through the app.

As the Content and Journey Planner your focus will be on creating and enhancing Owner Journeys from box to the app and through the app. You will ensure that Owners are at the heart of content and journey mapping, working with the UX research lead, data scientists and CSI/CIT  to understand what Owner are looking for and the happy path through the app. You will set out a vision for Content and Journeys and define a Mission statement to back this up.

As part of the embedding Journeys across Dyson, you will lead on:

Identification of journeys where we must excel

Understanding of current performance, gaps and opportunities

Scoping, briefing and delivering enhancements to improve and optimise content and journeys

Identification of new content journeys based on insights

Defining where and how in the process this role will add most value.

You will work with the UX Researchers to take research and insight and define content and journey gaps that would solve real user problems and be respnsable for content briefs into the content production team that sits with Commercial.  

Work with the Categories and Commercial to understand the key features of the products and what content is being produces, what we need and what the gap analysis is.

Use insights to formulate content and journey enhancement briefs for the relevant teams in App Dev, Commercial, UX. Track the progress of the work, suitability of the deliverables and drive implementation to achieve the requires business outcomes.  This will be achieved through a highly collaborative approach, influencing and backing up the case at most senior level for prioritization with appropriate evidence, business cases driving the leading metrics of the team.

You will create content guidance for Regions and Markets to enable them to enhance the experience in their markets. Co-create a playbook on what is created at the center and what can be created in region, who can publish what/how and what the interface is with the tools we use from Sprinklr, Salesforce Marketing Cloud and the Dyson Link Cloud.


At Dyson, it's about more than our machines. We recognise that our success comes from our inventive people. We believe in including everybody and supporting you on your journey with us

Interview guidance

We are following the government guidelines regarding COVID19. At this time all interviews will be conducted via video or telephone. We’re taking these precautionary measures to protect both our employee and candidate wellbeing. Our Talent Acquisition team will work with you and provide further information as appropriate.