AI-Driven Digital CX Manager (SaaS)

EcoOnline; Greater London; On-site; GBP 45,000 - 60,000; Full time

Benefits offered by this job

Generous Paid Time Off

Extended Parental Leave

Robust Health Coverage

Accelerated Learning Paths

Team Wellness Initiatives

Company-wide Events

Employee Resource Groups

Recognition awards

Job summary

EcoOnline is a global SaaS leader focused on workplace health, safety and sustainability. We are modernising Customer Support to deliver a seamless digital experience across products, channels and regions, with self-service and AI-assisted routing to the right expert when needed.

The role requires 3–5+ years in Customer Experience or related fields, with a track record of implementing feedback programmes and improving customer journeys. Join a mission-driven team delivering real impact.

Qualifications

• 3–5+ years' experience in Customer Experience or related role.
• Experience delivering digital customer engagement initiatives in SaaS environments.
• Experience implementing CSAT, NPS or Voice of Customer initiatives.
• Degree level qualification preferred, or equivalent practical experience.

Responsibilities

• Lead the implementation and optimisation of chat and digital support channels.
• Design and deploy CSAT surveys and feedback mechanisms across support channels.
• Own day-to-day optimisation of digital channels and self-service experiences.
• Collaborate with Support Operations, IT, Business Applications, Product and Customer Success teams.
• Coordinate delivery activities across multiple stakeholders and suppliers.

Skills

Stakeholder management

Cross-functional collaboration

Customer experience

Analytical thinking

Education

Bachelor's degree or equivalent

Tools

Salesforce

Amazon Connect

Intercom

Job description

EcoOnline is a global SaaS leader focused on workplace health, safety and sustainability. We are modernising Customer Support to deliver a seamless digital experience across products, channels and regions, with self-service and AI-assisted routing to the right expert when needed.

The role requires 3–5+ years in Customer Experience or related fields, with a track record of implementing feedback programmes and improving customer journeys. Join a mission-driven team delivering real impact.