Digital Analytics & UX Lead Elevate Customer Experience

Bristol Water plc; 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 is seeking a Digital Analytics & UX Lead to own analytics strategy for our customer-facing digital estate. You will leverage data, customer insights and experimentation to create seamless online experiences that boost engagement and satisfaction.

The role covers measurement frameworks, dashboards, and governance across digital platforms, with a focus on improving journeys, adoption of MyAccount and eBilling, and data-driven decision-making across the organisation.

Qualifications

• Proven experience in digital analytics, customer insight or a similar manager-level role.
• Proven experience in tracking implementation, event tagging and analytics governance.
• Strong experience analysing customer journeys, funnels, cohorts and campaign performance.
• Experience supporting experimentation programmes and conversion rate optimisation initiatives.
• Demonstrable expertise communicating technical concepts to diverse audiences.
• Strong stakeholder management and relationship-building skills.
• Deep understanding of customer behaviour and digital experience optimisation.

Responsibilities

• Owning and developing the digital analytics strategy across customer-facing websites.
• Defining and maintaining measurement frameworks, KPIs and reporting standards.
• Leading tracking and tagging governance across digital platforms.
• Using GA4, UX insight and wider analytics tools to identify customer journey drop-offs, friction points and optimisation opportunities.
• Designing and delivering impactful dashboards and reporting using Looker Studio and Power BI.
• Translating complex data into clear, actionable recommendations for both technical and non-technical audiences.
• Supporting experimentation and Conversion Rate Optimisation (CRO) initiatives, including audience segmentation and targeting.
• Partnering with stakeholders across the organisation to influence digital decision-making.
• Driving digital adoption initiatives, including growth of MyAccount and eBilling channels.
• Supporting the development of more personalised and adaptive customer experiences.
• Strengthening data quality, governance and confidence in digital performance reporting.
• Contributing to better customer outcomes through continuous improvement of digital journeys.

Skills

GA4

GTM

Looker Studio

Power BI

Digital analytics

Education

Degree educated

Tools

Optimizely CMS

Salesforce

Optimizely Data Platform

Job description

South West Water is seeking a Digital Analytics & UX Lead to own analytics strategy for our customer-facing digital estate. You will leverage data, customer insights and experimentation to create seamless online experiences that boost engagement and satisfaction.

The role covers measurement frameworks, dashboards, and governance across digital platforms, with a focus on improving journeys, adoption of MyAccount and eBilling, and data-driven decision-making across the organisation.