Digital Experience & AI Optimization Coordinator

Places for People; Northwich; Hybrid; GBP 28.000 - 40.000; Vollzeit

Benefits dieser Stelle

27 days' holiday

Option to buy/sell up to five days' AN

Healthcare cashback plan

24/7 remote GP services

Study and professional qualifications,

Pension scheme (matched contributions)

Life assurance (4x salary)

Our Place Rewards discounts

Zusammenfassung

Places for People is seeking a Digital Experience Coordinator to support day-to-day management, performance and ongoing improvement of digital customer platforms. You’ll cover online chat, self-service and automated journeys, investigating issues and identifying opportunities to simplify processes.

You’ll explore AI and automation to enhance experiences for customers and colleagues. You’ll collaborate with CX, IT, Product and suppliers to resolve issues, test releases and ensure accessible,

Qualifikationen

• Experience within digital support, customer experience, analysis or an operational environment.
• Experience using a case-management system such as Salesforce.
• Practical knowledge of online chat, chatbots, Agentforce, self-service and automated customer journeys.
• Strong analytical and problem-solving skills, with the ability to identify inefficient processes and turn findings into clear recommendations.
• Excellent organisation and prioritisation skills, with the confidence to manage multiple cases, tasks and stakeholders.
• Clear written and verbal communication skills and strong attention to detail.
• A proactive, customer-focused approach with the confidence to escape risks when required.

Aufgaben

• Managing digital platform cases through Salesforce, investigating issues affecting websites, portals, online chat, booking systems and other online customer journeys.
• Supporting the performance and continuous improvement of online chat, chatbots, Agentforce, self-service and automated customer processes.
• Identifying recurring issues, customer pain points and opportunities to use AI, automation and improved content to streamline processes and enhance the customer experience.
• Monitoring digital performance and customer feedback, using data and insight to identify trends and recommend improvements.
• Supporting testing, releases and updates across our digital platforms and automated customer journeys.
• Working closely with Customer Experience, IT, Product, operational teams and third-party suppliers to resolve issues and deliver enhancements.
• Helping drive digital adoption and ensuring improvements meet agreed quality, accessibility, compliance and data-handling requirements.

Jobbeschreibung

Places for People is seeking a Digital Experience Coordinator to support day-to-day management, performance and ongoing improvement of digital customer platforms. You’ll cover online chat, self-service and automated journeys, investigating issues and identifying opportunities to simplify processes.

You’ll explore AI and automation to enhance experiences for customers and colleagues. You’ll collaborate with CX, IT, Product and suppliers to resolve issues, test releases and ensure accessible,