Digital Experience Lead

Residential Management Group (RMG); Northwich; On-site; GBP 55,000 - 75,000; Full time

Benefits offered by this job

27 days' holiday

Bank Holidays

Healthcare cashback plan

Remote GP services

Study sponsorship

Pension scheme

Life assurance

Our Place Rewards

Job summary

Places for People is seeking a Digital Experience Lead to join the Customer Experience & Digital team. This hands-on role owns day-to-day performance and improvement of digital journeys, including online chat, self-service, automation, and AI-enabled solutions.

You'll work with cross-functional teams to design and deliver improved digital experiences, focusing on accessibility, customer-centric design, and measurable KPIs. 37.5 hours per week, based in Northwich offices.

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 of Salesforce Agentforce, AI, automation and chatbots.
• Strong organisation skills and the ability to manage multiple priorities.
• Experience working with a range of stakeholders and third-party suppliers.
• Ability to clearly document requirements, defects and improvement opportunities.
• Strong problem-solving skills and attention to detail.
• Understanding of customer experience measures and business KPIs.
• Customer-first mindset.

Responsibilities

• Owning the performance and continuous improvement of online chat and related journeys.
• Identify opportunities to improve self-service and digital deflection.
• Map and improve processes using AI, automation and digital tools.
• Monitor journeys to identify pain points and improvement opportunities.
• Collaborate with CX, Product, IT, operations and suppliers to deliver improvements.
• Coordinate digital releases, fixes, enhancements and new functionality.
• Prioritise product backlog and translate insights into requirements.
• Support user testing, rollout and post-release reviews.
• Track digital adoption and KPIs to measure impact.
• Guide teams in adopting new digital solutions and responsible AI use.
• Ensure journeys are accessible, accurate, and well-controlled.

Skills

Digital customer experience

CRM platforms

Process improvement

Automation

Salesforce

Agentforce

Chatbots

Tools

Salesforce

Agentforce

AI tools

Chatbot platforms

Job description

Are you passionate about improving digital customer experiences and excited by the opportunities that AI and automation can bring?

We have an exciting opportunity for a Digital Experience Lead to join our Customer Experience & Digital team at RMG.

This is a hands‑on role where you'll take ownership of the day‑to‑day performance and improvement of our digital customer journeys, including online chat, self‑service, automated processes and AI‑enabled solutions. You'll look for smarter ways of working, helping us reduce unnecessary customer contact, simplify processes and deliver quicker, easier and more effective digital experiences.

This could be a great opportunity for someone with a background in digital customer experience, digital products, CRM platforms, process improvement or automation, particularly if you've worked with Salesforce, Agentforce, chatbots or AI‑enabled customer journeys and enjoy turning customer or operational challenges into practical solutions.

Where will I be working?

Full time at our offices in Northwich (CW9 7LN) - 37.5 hours per week (Monday to Friday)

What you'll be doing

You’ll play a key role in developing and improving our digital customer experience, including:

• 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.

What we're looking for

You’ll be someone who is naturally curious about how technology can make things better, but who always keeps the customer at the heart of the solution.

Essential Criteria

• 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, content‑management systems, digital analytics, user testing or software release cycles would also be beneficial.

What does RMG have to offer you?

You’ll not only be joining a thriving market leader where you’ll benefit from working alongside some of the best people in the industry, as part of the wider PfP group, you’ll also receive a superb package of company benefits, including:

• 27 days' holiday plus all Bank Holidays
• The option to buy or sell up to five days' annual leave each holiday year
• Healthcare cashback plan, allowing you to reclaim towards costs such as optical treatment, dental care, physiotherapy and GP charges
• 24/7 access to remote GP services
• Sponsorship for study and professional qualifications, including up to four study days
• Pension scheme with contributions matched up to 7%
• Life assurance of four times your annual salary
• Access to Our Place Rewards, offering shopping discounts, in‑store vouchers, reloadable e‑cards, cashback on online purchases and a range of exclusive offers

Safeguarding

At Places for People, safeguarding is everyone's responsibility. We are committed to creating safe communities for our customers and colleagues by protecting children, young people, and adults at risk from harm, abuse, and neglect.

We follow robust safeguarding policies and procedures, ensuring all employees, volunteers, and contractors uphold the highest standards of safeguarding and accountability. Our recruitment process includes pre‑employment checks, including Disclosure and Barring Service (DBS) checks where applicable, to promote a safe and secure working environment.

By joining Places for People, you are expected to contribute to our safeguarding culture, following our policies and reporting concerns to protect those in our communities

As part of ourcommitment to diversity and inclusion, we offer a guaranteed interview to candidates who are disabled, neurodiverse, or have served in the Armed Forces, provided they meet the essential criteria for the role. If you would like to be considered under this scheme, please indicate this in your application. We are dedicated to creating a supportive and accessible recruitment process for all.

We are committed to creating an inclusive and accessible recruitment process. If you require any reasonable adjustments to support your application or interview experience, please let us know. We're happy to work with you to ensure you have the opportunity to perform at your best.

If you are a Places for People customer and you're looking for support with your application, please contact our skills and employment team on .

We understand the importance of a supportive and inclusive work culture so please talk to us at interview about flexibility you may need. We can't promise to give you exactly what you want, but we promise not to judge you for asking. For this role we are open to discussing the possibility of reduced hours, flexible start and finish times or compressed hours.