Digital Analytics & UX Lead - Data-Driven CX Architect

South West Water Limited; Exeter; On-site; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Competitive Salary

Bonus Scheme

Pension Scheme

Healthcare Benefits

Professional Development

Employee Discounts

Generous Annual Leave

Job summary

South West Water Limited is seeking a Digital Analytics & UX Lead to own analytics strategy across customer-facing digital estates. You will drive engagement, adoption and satisfaction using data, insights and experimentation across multiple digital channels.

You will oversee measurement, dashboards and governance, translating complex data into clear recommendations for technical and non-technical audiences, and support CRO initiatives to enhance customer journeys.

Qualifications

• Proven digital analytics, customer insight or manager-level experience.
• Experience in tracking implementation, event tagging and governance.
• Strong ability to analyse customer journeys, funnels and campaigns.
• Experience supporting experimentation and CRO initiatives.
• Ability to communicate technical concepts to diverse audiences.
• Strong stakeholder management and relationship-building skills.
• Deep understanding of customer behaviour and optimisation.

Responsibilities

• Lead digital analytics strategy across customer websites.
• Define measurement frameworks, KPIs and reporting standards.
• Govern tracking across digital platforms.
• Use GA4, UX insight and analytics tools to identify drop-offs.
• Design dashboards with Looker Studio and Power BI.
• Translate data into actionable recommendations for technical/non-technical audiences.
• Support CRO initiatives and audience segmentation.
• Collaborate with stakeholders to influence digital decisions.
• Drive adoption of MyAccount and eBilling channels.
• Contribute to more personalised and adaptive experiences.
• Strengthen data quality and governance in reports.

Skills

Digital analytics

Customer insight

Tracking implementation

Event tagging

Analytics governance

Customer journeys

Experimentation

Conversion rate optimisation

Stakeholder management

Communication of technical concepts

GA4

Google Tag Manager

Looker Studio / Data Studio

Power BI

CMS Optimizely

Salesforce

Optimizely Data Platform

Education

Degree or equivalent

Tools

GA4

GTM

Looker Studio

Power BI

CMS Optimizely

Salesforce

Optimizely Data Platform

Job description

South West Water Limited is seeking a Digital Analytics & UX Lead to own analytics strategy across customer-facing digital estates. You will drive engagement, adoption and satisfaction using data, insights and experimentation across multiple digital channels.

You will oversee measurement, dashboards and governance, translating complex data into clear recommendations for technical and non-technical audiences, and support CRO initiatives to enhance customer journeys.