Digital Experience Lead: Customer Journeys & Portals

And Yorkshire Housing Limited; Leeds; Hybrid; GBP 54,000 - 66,000; Full time

Benefits offered by this job

£60,000 per year

Homeworking options

Permanent contract

26 days holiday + bank holidays

Pension and wellbeing benefits

Impactful work improving lives

Job summary

Yorkshire Housing is seeking a Digital Experience Lead to shape and improve the digital services our customers use every day. You’ll own 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.

We’re a small, ambitious team; you’ll lead improvements, manage releases, and help redesign customer-facing processes while guiding colleagues through our digital channels with a

Qualifications

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

Responsibilities

• Own day-to-day management and development of the Customer Portal.
• Lead improvements to customer-facing digital journeys to be clearer and more effective.
• Work with technical teams to translate requirements into working solutions.
• Manage digital releases, testing and continuous improvements.
• Redesign customer-facing processes, forms and case journeys.
• Lead the implementation and ongoing management of the Knowledge Platform.
• Use data, reporting and feedback to identify improvements and measure impact.
• Create customer communications and adoption campaigns to encourage self-service.
• Support colleagues to guide customers through digital channels.

Skills

Digital product management

CRM systems

Data-driven decisions

Customer journey optimization

Stakeholder management

Team mentoring

Accessibility & inclusion

Job description

Yorkshire Housing is seeking a Digital Experience Lead to shape and improve the digital services our customers use every day. You’ll own 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.

We’re a small, ambitious team; you’ll lead improvements, manage releases, and help redesign customer-facing processes while guiding colleagues through our digital channels with a