AI-Driven Digital CX Leader

EcoOnline; Liverpool; On-site; GBP 55,000 - 85,000; Full time

Job summary

EcoOnline is a growing global SaaS company dedicated to protecting people and the planet through workplace health, safety and sustainability software. We’re transforming customer support to deliver responsive, high‑quality experiences across products and regions.

As a Senior Customer Experience professional, you’ll lead chat and digital channels, design CSAT/NPS programs, and partner with Support Operations, IT, Product and Customer Success to optimise journeys.

Qualifications

• 3-5+ years experience in Customer Experience or related roles.
• Experience delivering digital engagement initiatives in SaaS/tech environments.
• Experience implementing CSAT, NPS or Voice of Customer programmes.
• Degree level qualification preferred, or equivalent practical experience.

Responsibilities

• Lead the implementation and optimization of chat and digital support channels.
• Introduce AI-enabled capabilities to improve self-service and routing.
• Analyse feedback and channel performance to identify improvements.
• Own day-to-day optimization of digital channels and content.
• Collaborate with Support Operations, IT, Product and Customer Success to improve processes.
• Use data-driven insights to prioritise enhancements and measure success.

Skills

Stakeholder management

Influencing skills

Cross-functional collaboration

Communication skills

Education

Bachelor's degree preferred

Tools

Salesforce

Amazon Connect

Intercom

Job description

EcoOnline is a growing global SaaS company dedicated to protecting people and the planet through workplace health, safety and sustainability software. We’re transforming customer support to deliver responsive, high‑quality experiences across products and regions.

As a Senior Customer Experience professional, you’ll lead chat and digital channels, design CSAT/NPS programs, and partner with Support Operations, IT, Product and Customer Success to optimise journeys.