Digital Experience Lead

Residential Management Group; Northwich; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

27 days holiday + bank holidays

Healthcare cashback plan

24/7 remote GP access

Study and professional qualification支

Pension scheme with matched up to 7%

Life assurance 4x salary

Our Place Rewards discounts

Job summary

Residential Management Group is seeking a Digital Experience Coordinator to support daily operations, performance and continuous improvement of our digital customer platforms. You will work across online chat, self-service and automated journeys, investigating issues and identifying opportunities to simplify and enhance user experiences.

You will collaborate with CX, IT, Product and suppliers, drive improvements in accessibility and data handling, and help shape future digital customer journeys

Qualifications

• 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.

Responsibilities

• 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.

Skills

Digital support

Customer experience

Analysis

Operational environment

Tools

Salesforce

Agentforce

Online chat tools

Self-service platforms

Job description

Residential Management Group is seeking a Digital Experience Coordinator to support daily operations, performance and continuous improvement of our digital customer platforms. You will work across online chat, self-service and automated journeys, investigating issues and identifying opportunities to simplify and enhance user experiences.

You will collaborate with CX, IT, Product and suppliers, drive improvements in accessibility and data handling, and help shape future digital customer journeys