Digital Experience Lead: Transform Customer Journeys

Yorkshire Housing; Leeds; Hybrid; GBP 51,000 - 69,000; Full time

Benefits offered by this job

Homeworking options

Permanent contract

26 days holiday + bank holidays

Pension & wellbeing benefits

Job summary

Yorkshire Housing is seeking a Digital Experience Lead to shape and improve its customer-focused digital services, from the Customer Portal to the Knowledge Platform. You will own digital products, coordinate delivery and use insights to drive better customer experiences.

You'll lead cross-team delivery, manage releases, and implement changes that reduce friction while guiding customers through digital channels. This is a permanent, hybrid role based in West Yorkshire.

Qualifications

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

Responsibilities

• Own the day-to-day management and development of our Customer Portal.
• Lead improvements to customer-facing digital journeys, making them easier, clearer and more effective.
• Work closely with technical teams to turn customer and business requirements into working solutions.
• Manage digital releases, testing and continuous improvements.
• Help redesign customer-facing processes, forms and case management journeys.
• Lead the implementation and ongoing management of our Knowledge Platform.
• Use data, reporting and customer feedback to identify what's working and where we need to improve.
• Create customer communications and adoption campaigns that encourage self-service and digital engagement.
• Support colleagues to confidently guide customers through our digital channels.

Skills

Digital product management

Stakeholder management

Communication skills

Collaboration

Mentoring / coaching

Accessibility & inclusion

CRM experience

Tools

Salesforce

Job description

Yorkshire Housing is seeking a Digital Experience Lead to shape and improve its customer-focused digital services, from the Customer Portal to the Knowledge Platform. You will own digital products, coordinate delivery and use insights to drive better customer experiences.

You'll lead cross-team delivery, manage releases, and implement changes that reduce friction while guiding customers through digital channels. This is a permanent, hybrid role based in West Yorkshire.