Digital Customer Experience Manager

6 days ago

Exeter, Devon, United Kingdom Pennon Group Full time
About the Role

We are seeking a highly skilled Digital Customer Experience Lead to join our team at Pennon Group. As a key member of our digital customer experience team, you will be responsible for optimizing customer journeys through our web chat platform, driving continuous improvement and efficiency.

Your key focus will be on maximizing the ease of interaction for customers on our digital platforms, ensuring seamless experiences that drive first contact resolution and enable self-service capabilities.

You will identify and capitalize on opportunities to enhance the customer experience, collaborate with colleagues and partners to design and implement streamlined customer journeys.

Key Responsibilities:

  • Lead initiatives to continually improve the customer journey on our web chat platform, identifying pain points and implementing solutions to enhance efficiency and effectiveness.
  • Implement strategies to drive first contact resolution, ensuring that customer queries and issues are resolved efficiently and effectively through the web chat channel.
  • Identify opportunities to enhance self-service capabilities within the web chat platform, empowering customers to find solutions to their queries independently.
  • Monitor and manage customer contacts on the web chat platform, ensuring that inquiries are answered promptly and efficiently to meet established KPIs.
  • Utilize data analytics and insights to inform decision making and prioritize improvement efforts, focusing on areas with the greatest potential for impact.
  • Track and report on key performance indicators related to web chat interactions, identifying trends and areas for optimization to drive continuous improvement.
Requirements
  • Proven experience in digital customer experience management or a related field, with a focus on web chat optimization and efficiency.
  • Strong project management skills, with the ability to drive initiatives from concept to execution while collaborating with cross-functional teams and external partners.
  • Excellent analytical and problem-solving abilities, with a data-driven approach to decision making and optimization.
  • Commitment to excellence and continuous improvement, with a passion for delivering exceptional customer experiences that align with our core values and customer principles.
What We Offer

We offer a competitive salary, generous holiday allowance, and a range of excellent company benefits, including a discretionary bonus, competitive contributory pension, and share-save scheme.

We are committed to creating a culture of belonging, where inclusion is instinctive. Diversity is our strength and a reflection of our communities.

If you are passionate about optimizing digital customer experiences and driving efficiency through web chat platforms, we welcome you to apply for this exciting opportunity.

  • Digital Customer Experience Manager

    4 days ago

    Exeter, Devon, United Kingdom Pennon Group Full time

    About the RoleWe are seeking a highly skilled Digital Customer Experience Lead to join our team in Exeter. As a key member of our customer experience team, you will be responsible for optimizing customer journeys through our web chat platform, driving continuous improvement and efficiency.Your key focus will be on maximizing the ease of interaction for...

  • Digital Customer Experience Manager

    4 days ago

    Exeter, Devon, United Kingdom Pennon Group Full time

    About the RoleWe are seeking a highly skilled Digital Customer Experience Lead to join our team in Exeter. As a key member of our customer experience team, you will be responsible for optimizing customer journeys through our web chat platform, driving continuous improvement and efficiency.Your key focus will be on maximizing the ease of interaction for...

  • Digital Customer Experience Manager

    5 days ago

    Exeter, Devon, United Kingdom South West Water Limited Full time

    About the RoleWe are seeking a highly skilled Digital Customer Experience Lead to join our team at South West Water Limited. As a key member of our digital team, you will be responsible for optimizing customer journeys through our web chat platform, driving continuous improvement and efficiency.Key ResponsibilitiesLead initiatives to continually improve the...

  • Digital Customer Experience Manager

    5 days ago

    Exeter, Devon, United Kingdom South West Water Limited Full time

    About the RoleWe are seeking a highly skilled Digital Customer Experience Lead to join our team at South West Water Limited. As a key member of our digital team, you will be responsible for optimizing customer journeys through our web chat platform, driving continuous improvement and efficiency.Key ResponsibilitiesLead initiatives to continually improve the...

  • Digital Customer Experience Lead

    3 days ago

    Exeter, Devon, United Kingdom Pennon Group Full time

    Job Title: Digital Customer Experience LeadWe are seeking a highly skilled Digital Customer Experience Lead to join our team at Pennon Group. As a key member of our customer experience team, you will be responsible for optimizing customer journeys through our web chat platform, driving continuous improvement and efficiency.About the Role:Lead initiatives to...

  • Digital Customer Experience Lead

    3 days ago

    Exeter, Devon, United Kingdom Pennon Group Full time

    Job Title: Digital Customer Experience LeadWe are seeking a highly skilled Digital Customer Experience Lead to join our team at Pennon Group. As a key member of our customer experience team, you will be responsible for optimizing customer journeys through our web chat platform, driving continuous improvement and efficiency.About the Role:Lead initiatives to...

  • Digital Customer Experience Lead

    1 week ago

    Exeter, Devon, United Kingdom South West Water Full time

    About the RoleWe are seeking a highly skilled Digital Customer Experience Lead to join our team at South West Water. As a key member of our organization, you will be responsible for optimizing customer journeys through our web chat platform, driving continuous improvement and efficiency.Key ResponsibilitiesLead initiatives to continually improve the customer...

  • Digital Customer Experience Lead

    1 week ago

    Exeter, Devon, United Kingdom South West Water Full time

    About the RoleWe are seeking a highly skilled Digital Customer Experience Lead to join our team at South West Water. As a key member of our organization, you will be responsible for optimizing customer journeys through our web chat platform, driving continuous improvement and efficiency.Key ResponsibilitiesLead initiatives to continually improve the customer...

  • Digital Customer Experience Lead

    6 hours ago

    Exeter, Devon, United Kingdom South West Water Full time

    About the Role:At South West Water, we're seeking a highly skilled Digital Customer Experience Lead to join our team. As a key member of our digital transformation team, you'll be responsible for optimizing customer journeys through our web chat platform, driving continuous improvement and efficiency.Key Responsibilities:Lead initiatives to continually...

  • Digital Customer Experience Lead

    4 hours ago

    Exeter, Devon, United Kingdom South West Water Full time

    About the Role:At South West Water, we're seeking a highly skilled Digital Customer Experience Lead to join our team. As a key member of our digital transformation team, you'll be responsible for optimizing customer journeys through our web chat platform, driving continuous improvement and efficiency.Key Responsibilities:Lead initiatives to continually...

  • Digital Media Specialist

    3 days ago

    Exeter, Devon, United Kingdom Tribe Digital Full time

    Paid Media Manager Job DescriptionWe're seeking a skilled Paid Media Manager to join our team at Tribe Digital. As a key member of our growth team, you'll be responsible for planning, building, and managing paid media campaigns to drive optimal performance and deliver measurable results for our clients.Key Responsibilities:Plan and execute paid media...

  • Digital Media Specialist

    3 days ago

    Exeter, Devon, United Kingdom Tribe Digital Full time

    Paid Media Manager Job DescriptionWe're seeking a skilled Paid Media Manager to join our team at Tribe Digital. As a key member of our growth team, you'll be responsible for planning, building, and managing paid media campaigns to drive optimal performance and deliver measurable results for our clients.Key Responsibilities:Plan and execute paid media...

  • Digital Media Specialist

    5 days ago

    Exeter, Devon, United Kingdom Tribe Digital Full time

    Paid Media Manager Job DescriptionWe're seeking a skilled Paid Media Manager to join our team at Tribe Digital. As a key member of our growth team, you'll be responsible for planning, building, and managing paid media campaigns to drive optimal performance and deliver measurable results for our clients.Key Responsibilities:Plan and execute paid media...

  • Digital Media Specialist

    5 days ago

    Exeter, Devon, United Kingdom Tribe Digital Full time

    Paid Media Manager Job DescriptionWe're seeking a skilled Paid Media Manager to join our team at Tribe Digital. As a key member of our growth team, you'll be responsible for planning, building, and managing paid media campaigns to drive optimal performance and deliver measurable results for our clients.Key Responsibilities:Plan and execute paid media...

  • Digital Marketing Manager

    3 weeks ago

    Exeter, UK, Devon, United Kingdom Your Digital Future Ltd | Digital Recruitment Specialists | BCorp Pending Certification Full time

    Digital Marketing Manager (Paid Media)About our clientThey are a leading brand and marketing agency, serving clients both nationally and internationally from an office in the South West and a satellite office in London.In a rapidly changing world, they help brands create powerful communications that are impossible to ignore. They’re clients are ambitious...

  • Customer Experience Manager

    3 weeks ago

    Exeter, Devon, United Kingdom BODYPOWER SPORTS Full time

    About the Role:We are seeking a highly motivated and experienced Retail Store Manager to join our team at BodyPower Sports. As a Store Manager, you will be responsible for providing an exceptional customer experience, driving sales growth, and leading a team of sales professionals.Key Responsibilities:Sales Performance: Achieve sales targets by analyzing...

  • Digital Marketing Specialist

    2 weeks ago

    Exeter, Devon, United Kingdom Your Digital Future Ltd | Digital Recruitment Specialists | BCorp Pending Certification Full time

    About the RoleWe are seeking a highly skilled Digital Marketing Manager to lead the development, implementation, and management of paid media strategies across various digital platforms. The ideal candidate will have a strong background in paid advertising, a data-driven mindset, and a passion for achieving measurable results.This role requires a combination...

  • Digital Marketing Specialist

    2 weeks ago

    Exeter, Devon, United Kingdom Your Digital Future Ltd | Digital Recruitment Specialists | BCorp Pending Certification Full time

    About the RoleWe are seeking a highly skilled Digital Marketing Manager to lead the development, implementation, and management of paid media strategies across various digital platforms. The ideal candidate will have a strong background in paid advertising, a data-driven mindset, and a passion for achieving measurable results.This role requires a combination...

  • Digital Marketing Specialist

    1 week ago

    Exeter, Devon, United Kingdom Your Digital Future Ltd | Digital Recruitment Specialists | BCorp Pending Certification Full time

    About the RoleWe are seeking a highly skilled Digital Marketing Manager to lead the development, implementation, and management of paid media strategies across various digital platforms. The ideal candidate will have a strong background in paid advertising, a data-driven mindset, and a passion for achieving measurable results.Key ResponsibilitiesCreate,...

  • Digital Marketing Specialist

    1 week ago

    Exeter, Devon, United Kingdom Your Digital Future Ltd | Digital Recruitment Specialists | BCorp Pending Certification Full time

    About the RoleWe are seeking a highly skilled Digital Marketing Manager to lead the development, implementation, and management of paid media strategies across various digital platforms. The ideal candidate will have a strong background in paid advertising, a data-driven mindset, and a passion for achieving measurable results.Key ResponsibilitiesCreate,...