Digital Customer Experience Manager
2 days ago
At Affinity Water, we're more than just the UK's largest water-only supplier. We're a mission-driven organisation committed to providing sustainable, high-quality water to our customers.
We're seeking an innovative and technically skilled Digital Customer Journey Manager to join our Customer Experience Delivery Team. As the ideal candidate, you will:
- Map and optimise customer journeys: Evaluate digital touchpoints (website, My Account, live chat, social media, email) to identify and eliminate pain points, delivering streamlined experiences that encourage self-service.
- Data-driven insights: Collaborate with our Insights team to leverage data and analytics for a deeper understanding of customer behaviour, enhancing decision-making.
- Enhance experiences: Create workbooks to guide digital journey enhancements, implement personalised content and messaging, and collaborate with marketing for a consistent multi-channel experience.
- User experience (UX) focus: Partner with UX designers to optimise usability and accessibility across devices, conduct usability testing, and improve design through data-informed insights.
- Cross-functional collaboration: Work closely with stakeholders across marketing, contact centres, and complaints teams, ensuring smooth execution and alignment with business objectives.
The salary for this role is £60,000 - £80,000 per annum, depending on experience. You'll also enjoy a range of benefits, including learning and development opportunities, mentoring, and a generous pension scheme.
As a Digital Customer Journey Manager at Affinity Water, you'll be part of a dynamic team driving digital transformation in the water industry. If you have a passion for customer-first thinking and are skilled in using data to drive improvement, we'd love to hear from you.
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