Digital Experience Coordinator

Are you passionate about digital customer experiences and looking for an opportunity to help improve the way customers interact with online services? We're looking for a Digital Experience Coordinator to support the day-to-day running, performance and continuous improvement of our digital customer platforms.

You'll work across online chat, self-service and automated customer journeys, investigating digital issues and identifying opportunities to make processes simpler and more effective. You'll also help explore how AI and automation can improve digital experiences for both customers and colleagues.

Where will I be working? Full time at our offices in Northwich (CW9 7LN) - 37.5 hours per week (Monday to Friday) What you'll be doing Managing digital platform cases through Salesforce, investigating issues affecting websites, portals, online chat, booking systems and other online customer journeys.

Supporting the performance and continuous improvement of online chat, chatbots, Agentforce, self-service and automated customer processes. Identifying recurring issues, customer pain points and opportunities to use AI, automation and improved content to streamline processes and enhance the customer experience.

Monitoring digital performance and customer feedback, using data and insight to identify trends and recommend improvements. Supporting testing, releases and updates across our digital platforms and automated customer journeys.

Working closely with Customer Experience, IT, Product, operational teams and third-party suppliers to resolve issues and deliver enhancements. Helping drive digital adoption and ensuring improvements meet agreed quality, accessibility, compliance and data-handling requirements.

What we're looking for We're looking for someone with: Experience within digital support, customer experience, analysis or an operational environment. Experience using a case-management system such as Salesforce. Practical knowledge of online chat, chatbots, Agentforce, self-service and automated customer journeys.

Strong analytical and problem-solving skills, with the ability to identify inefficient processes and turn findings into clear recommendations. Excellent organisation and prioritisation skills, with the confidence to manage multiple cases, tasks and stakeholders.

Clear written and verbal communication skills and strong attention to detail. A proactive, customer-focused approach with the confidence to escalate risks when required. Experience supporting websites, portals or booking systems would be beneficial, alongside exposure to digital analytics, system testing, automation, AI tools or Experience Service Cloud. ...

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