AI & Automation-Driven Digital Experience Lead

Residential Management Group (RMG); Northwich; On-site; GBP 55,000 - 75,000; Full time

Benefits offered by this job

27 days' holiday

Bank Holidays

Healthcare cashback plan

Remote GP services

Study sponsorship

Pension scheme

Life assurance

Our Place Rewards

Job summary

Places for People is seeking a Digital Experience Lead to join the Customer Experience & Digital team. This hands-on role owns day-to-day performance and improvement of digital journeys, including online chat, self-service, automation, and AI-enabled solutions.

You'll work with cross-functional teams to design and deliver improved digital experiences, focusing on accessibility, customer-centric design, and measurable KPIs. 37.5 hours per week, based in Northwich offices.

Qualifications

• Experience supporting or coordinating digital products, platforms or websites.
• Experience mapping and improving processes and customer journeys.
• Practical experience identifying opportunities for AI, automation or digital tools.
• Experience using Salesforce or a similar CRM/case-management platform.
• Technical understanding of Salesforce Agentforce, AI, automation and chatbots.
• Strong organisation skills and the ability to manage multiple priorities.
• Experience working with a range of stakeholders and third-party suppliers.
• Ability to clearly document requirements, defects and improvement opportunities.
• Strong problem-solving skills and attention to detail.
• Understanding of customer experience measures and business KPIs.
• Customer-first mindset.

Responsibilities

• Owning the performance and continuous improvement of online chat and related journeys.
• Identify opportunities to improve self-service and digital deflection.
• Map and improve processes using AI, automation and digital tools.
• Monitor journeys to identify pain points and improvement opportunities.
• Collaborate with CX, Product, IT, operations and suppliers to deliver improvements.
• Coordinate digital releases, fixes, enhancements and new functionality.
• Prioritise product backlog and translate insights into requirements.
• Support user testing, rollout and post-release reviews.
• Track digital adoption and KPIs to measure impact.
• Guide teams in adopting new digital solutions and responsible AI use.
• Ensure journeys are accessible, accurate, and well-controlled.

Skills

Digital customer experience

CRM platforms

Process improvement

Automation

Salesforce

Agentforce

Chatbots

Tools

Salesforce

Agentforce

AI tools

Chatbot platforms

Job description

Places for People is seeking a Digital Experience Lead to join the Customer Experience & Digital team. This hands-on role owns day-to-day performance and improvement of digital journeys, including online chat, self-service, automation, and AI-enabled solutions.

You'll work with cross-functional teams to design and deliver improved digital experiences, focusing on accessibility, customer-centric design, and measurable KPIs. 37.5 hours per week, based in Northwich offices.