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 improve the customer journey on our web chat platform, identifying pain points and implementing solutions to enhance efficiency and effectiveness.
  • Work closely with colleagues and partners to develop and build seamless customer journeys, leveraging their expertise and resources to drive innovation and optimisation.
  • 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.
  • Utilise data analytics and insights to inform decision making and prioritise 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 optimisation 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 optimisation.
  • Outstanding communication and interpersonal skills, with the ability to influence and collaborate effectively at all levels of the organization.
  • Detail-oriented and organised, with a focus on meeting deadlines and delivering results in a fast-paced environment.
  • 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:
  • Generous holiday allowance plus bank holidays
  • A discretionary Bonus
  • Competitive Contributory Pension
  • Share-save Scheme
  • Various health benefits
  • Wellbeing support programmes
  • A range of Group Discounts
  • Cycle to Work Scheme
  • Financial support services

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