AI-Driven Digital Experience Lead

Residential Management Group; Northwich; On-site; GBP 34,000 - 42,000; Full time

Benefits offered by this job

27 days' holiday

Healthcare cashback plan

Pension scheme

Life assurance

4% employer contributions match

Cashback on online purchases

Study and professional qualifications

Places for People employee rewards

Job summary

Places for People in Northwich is seeking a hands‑on Digital Customer Experience Specialist who will own day‑to‑day performance of online journeys, chat and self‑service, and drive efficiency through AI and automation. You will work with Customer Experience, Product, IT and suppliers to map processes, define requirements and prioritise the product backlog, delivering measurable improvements.

This full‑time role offers a supportive recruitment process and the chance to shape accessible,

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 and knowledge of Salesforce Agentforce, AI, automation and chatbots.
• Strong organisation skills and the ability to manage multiple priorities.
• Experience working with a range of stakeholders, delivery teams and third‑party suppliers.
• The ability to clearly document requirements, defects and improvement opportunities.
• Strong problem‑solving skills and excellent attention to detail.
• A good understanding of customer experience measures and business KPIs.
• A genuinely customer‑first mindset.
• Experience with Experience Cloud, Survey Vista, CMS, digital analytics, user testing or software release cycles would also be beneficial.

Responsibilities

• Owning the performance and continuous improvement of online chat and associated customer journeys.
• Identifying opportunities to improve customer self‑service and digital deflection.
• Mapping and improving processes, using AI, automation and digital tools to reduce manual activity and create better customer outcomes.
• Monitoring customer journeys to identify pain points, hand‑offs, failure points and opportunities for improvement.
• Working closely with Customer Experience, Product, IT, operational teams and third‑party suppliers to deliver improvements.
• Coordinating digital releases, fixes, enhancements and new functionality.
• Maintaining and prioritising the product backlog, translating customer and operational insight into clear development requirements.
• Supporting user testing, rollout and post‑release reviews.
• Tracking digital adoption, customer impact and performance against agreed KPIs.
• Helping teams adopt new digital solutions and sharing practical guidance around the responsible use of AI.
• Making sure our digital journeys remain accessible, accurate, customer‑friendly and supported by the right controls and escalation routes.

Skills

Digital product support

Process improvement

CRM platforms

AI/automation awareness

Tools

Salesforce

Agentforce

Chatbots

AI tooling

Job description

Places for People in Northwich is seeking a hands‑on Digital Customer Experience Specialist who will own day‑to‑day performance of online journeys, chat and self‑service, and drive efficiency through AI and automation. You will work with Customer Experience, Product, IT and suppliers to map processes, define requirements and prioritise the product backlog, delivering measurable improvements.

This full‑time role offers a supportive recruitment process and the chance to shape accessible,