Digital Experience Lead

Places for People; Northwich; In loco; GBP 45.000 - 65.000; Tempo pieno

Vantaggi offerti da questo lavoro

27 days holiday

Healthcare cashback

Private GP access

Pension matched up to 7%

Life assurance 4x salary

Discounts via Place Rewards

Descrizione del lavoro

Places for People is seeking a Digital Experience Lead to own and improve our digital customer journeys, including chat, self‑service and AI‑enabled solutions. You will collaborate with Product, IT and supplier teams to deliver enhancements and ensure accessibility and strong KPIs.

You will drive process mapping, optimize AI and automation use, and manage the backlog while keeping customers at the heart of every decision. This is a full‑time, on‑site role at our Northwich office.

Competenze

• 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.
• 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.

Mansioni

• Own 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 and automation to reduce manual work.
• Monitor journeys to spot pain points and escalation needs.
• Collaborate with Customer Experience, Product, IT and suppliers to deliver enhancements.
• Coordinate digital releases, fixes and new functionality.
• Prioritise the product backlog and translate insights into requirements.
• Support user testing, rollout and post‑release reviews.
• Track digital adoption and impact against KPIs.
• Share guidance on responsible use of AI and accessible journeys.

Conoscenze

Digital customer experience

CRM platforms

Process improvement

Automation

Stakeholder management

Requirements documentation

AI & chatbots

Salesforce

Experience Cloud

Project coordination

Strumenti

Salesforce

Agentforce

Chatbots

AI tooling

Descrizione del lavoro

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

As part of our commitment to diversity and inclusion, we offer a guaranteed interview to candidates who are disabled, neurodiverse, or have served in the Armed Forces, provided you 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 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.

Please note that we may bring the closing date forward, if we receive a large number of quality applications. If you are interested in this role we would advise applying immediately to avoid disappointment.

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.

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.

Armed Forces

We are proud to support the Armed Forces Covenant. Places for People will guarantee an interview for any candidate who is serving or has formerly served in the Armed Forces, as a reservist, armed forces veteran (including the wounded, injured and sick), cadet instructor and military spouse/partner and who meets the essential criteria for the vacancy.

Disability Confident

We are proud to be a member of the Disability Confident scheme certified as Level 2 Disability Confident Employer. This helps us to successfully employ and retain people with disabilities and health conditions. Disabled applicants who meet the essential criteria for a vacancy will be guaranteed an interview. The Equality Act 2010 (Disability Discrimination Act 1995 for NI) defines a disabled person as someone who has a physical or mental impairment that has sa substantial and long‑term negative effect on their ability to do daily activities.

Neurodivergent

Neurodiverse individuals have highly valuable skills, and we recognise that a traditional interview process sometimes works against them and doesn’t allow them to self‑advocate. Neurodiverse applicants who meet the criteria for a vacancy will be guaranteed an interview.