Digital Experience Lead — AI & Automation

Places for People; Northwich; On-site; GBP 45,000 - 65,000; Full time

Benefits offered by this job

27 days holiday

Healthcare cashback

Private GP access

Pension matched up to 7%

Life assurance 4x salary

Discounts via Place Rewards

Job summary

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.

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.
• 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.

Responsibilities

• 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.

Skills

Digital customer experience

CRM platforms

Process improvement

Automation

Stakeholder management

Requirements documentation

AI & chatbots

Salesforce

Experience Cloud

Project coordination

Tools

Salesforce

Agentforce

Chatbots

AI tooling

Job description

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.