Digital Experience Lead

Yorkshire Housing; Leeds; Hybrid; GBP 51,000 - 69,000; Full time

Benefits offered by this job

Homeworking options

Permanent contract

26 days holiday + bank holidays

Pension & wellbeing benefits

Job summary

Yorkshire Housing is seeking a Digital Experience Lead to shape and improve its customer-focused digital services, from the Customer Portal to the Knowledge Platform. You will own digital products, coordinate delivery and use insights to drive better customer experiences.

You'll lead cross-team delivery, manage releases, and implement changes that reduce friction while guiding customers through digital channels. This is a permanent, hybrid role based in West Yorkshire.

Qualifications

• Experience managing digital products, platforms or customer-facing systems.
• Strong understanding of digital delivery and continuous improvement.
• Experience working with CRM systems such as Salesforce or similar platforms.
• Ability to use insight, data and customer feedback to drive decisions.
• Experience improving customer journeys, processes or service experiences.
• Excellent stakeholder management and communication skills.
• Collaborative approach and the confidence to work across teams.
• Experience coaching, mentoring or developing others.
• Commitment to accessibility, inclusion and making digital services work for everyone.

Responsibilities

• Own the day-to-day management and development of our Customer Portal.
• Lead improvements to customer-facing digital journeys, making them easier, clearer and more effective.
• Work closely with technical teams to turn customer and business requirements into working solutions.
• Manage digital releases, testing and continuous improvements.
• Help redesign customer-facing processes, forms and case management journeys.
• Lead the implementation and ongoing management of our Knowledge Platform.
• Use data, reporting and customer feedback to identify what's working and where we need to improve.
• Create customer communications and adoption campaigns that encourage self-service and digital engagement.
• Support colleagues to confidently guide customers through our digital channels.

Skills

Digital product management

Stakeholder management

Communication skills

Collaboration

Mentoring / coaching

Accessibility & inclusion

CRM experience

Tools

Salesforce

Job description

The following content displays a map of the jobs location - West Yorkshire

Job Reference yorkshousinggroup/TP/80/1199

Contract Type:

Permanent

£60,000 per year

Location:

West Yorkshire

Closing Date:

11/10/2026

Job Category:

Customer Experience Centre

Region / Division:

Yorkshire

Job Introduction

Join us in our mission to help us make digital services easier, simpler and better for our customers.At Yorkshire Housing, we're all about making it possible for people to have a place they're proud to call home.

We're looking for a Digital Experience Lead to help shape and improve the digital services our customers use every day. From our Customer Portal to our Knowledge Platform and customer-facing systems, you'll make sure our digital channels work brilliantly, solve real customer problems and deliver a great experience.

This isn't a role where you'll simply talk about improvements. You'll lead them.

Working as part of a small, ambitious team, you'll take ownership of digital products, coordinate delivery, use customer insight and performance data to identify opportunities, and make sure every change delivers a better experience for our customers.

What you'll be doing

No two days will look the same, but you can expect to:

• Own the day-to-day management and development of our Customer Portal
• Lead improvements to customer-facing digital journeys, making them easier, clearer and more effective
• Work closely with technical teams to turn customer and business requirements into working solutions
• Manage digital releases, testing and continuous improvements
• Help redesign customer-facing processes, forms and case management journeys
• Lead the implementation and ongoing management of our Knowledge Platform
• Use data, reporting and customer feedback to identify what's working and where we need to improve
• Create customer communications and adoption campaigns that encourage self-service and digital engagement
• Support colleagues to confidently guide customers through our digital channels

What we're looking for

We're looking for someone who combines digital thinking with practical delivery skills.

You'll be passionate about creating great customer experiences and comfortable rolling your sleeves up to make improvements happen.

You'll need:

• Experience managing digital products, platforms or customer-facing systems
• A strong understanding of digital delivery and continuous improvement
• Experience working with CRM systems such as Salesforce or similar platforms
• The ability to use insight, data and customer feedback to drive decisions
• Experience improving customer journeys, processes or service experiences
• Excellent stakeholder management and communication skills
• A collaborative approach and the confidence to work across teams
• Experience coaching, mentoring or developing others
• A commitment to accessibility, inclusion and making digital services work for everyone.

It'd be great if you also had

• Experience using AI or automation tools to improve customer experiences
• Knowledge of housing, public services or other regulated environments
• Experience creating standard operating procedures and customer service processes.

Why join Yorkshire Housing?

We're Yorkshire by name and Yorkshire by nature.

We're committed to creating a workplace where you can be yourself, feel valued and have opportunities to develop and progress. We believe our colleagues are what make Yorkshire Housing special and we're proud of the culture we've built together.

You’ll be joining a values-led organisation where you'll have the opportunity to make a genuine difference to both customers and colleagues every day.

You’ll also get;

• £60,000 per year
• To work from where suits your day, homeworking, in one of our hubs or out and about supporting out colleagues
• Permanent contract, joining a newly formed team at Yorkshire Housing
• 26 days holiday + bank holidays
• Excellent pension and wellbeing benefits
• The opportunity to deliver work that has a lasting impact on people's lives

At YH, we’reactively building a working environment that’sinclusiveas well as diverse, where everyone can contribute their best work and be themselves.We believe difference is what makes us stronger and recognise the importance of our teams reflecting communities we serve, so we welcome and encourage candidates from all backgrounds for this role.

The fine print

• Closing date: 11.10.26 (we may close early if we get lots of great candidates!)
• 1st stage interviews via MS teams will be taking place on 15/16.10 with a 2nd stage in our Leeds workplace on 26.10.26
• We may contact you earlier than closing date so keep an eye out on your emails.