At a Glance
- Tasks: Lead the charge in enhancing digital customer experiences using AI and automation.
- Company: Join RMG, a market leader in customer experience and digital innovation.
- Benefits: Enjoy 27 days holiday, healthcare cashback, and study sponsorship.
- Other info: Flexible working options available to support your lifestyle.
- Why this job: Make a real impact by transforming customer journeys with cutting-edge technology.
- Qualifications: Experience in digital products, CRM platforms, and process improvement is essential.
The predicted salary is between 40500 - 49500 £ per year.
Are you passionate about improving digital customer experiences and excited by the opportunities that AI and automation can bring? We have an exciting opportunity for a Digital Experience Lead to join our Customer Experience & Digital team at RMG. This is a hands-on role where you'll take ownership of the day-to-day performance and improvement of our digital customer journeys, including online chat, self-service, automated processes and AI-enabled solutions. You'll look for smarter ways of working, helping us reduce unnecessary customer contact, simplify processes and deliver quicker, easier and more effective digital experiences.
This could be a great opportunity for someone with a background in digital customer experience, digital products, CRM platforms, process improvement or automation, particularly if you've worked with Salesforce, Agentforce, chatbots or AI-enabled customer journeys and enjoy turning customer or operational challenges into practical solutions.
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:
- Owning the performance and continuous improvement of online chat and associated customer journeys.
- Identifying opportunities to improve customer self-service and digital deflection.
- Mapping and improving processes, using AI, automation and digital tools to reduce manual activity and create better customer outcomes.
- Monitoring customer journeys to identify pain points, hand-offs, failure points and opportunities for improvement.
- Working closely with Customer Experience, Product, IT, operational teams and third-party suppliers to deliver improvements.
- Coordinating digital releases, fixes, enhancements and new functionality.
- Maintaining and prioritising the product backlog, translating customer and operational insight into clear development requirements.
- Supporting user testing, rollout and post-release reviews.
- Tracking digital adoption, customer impact and performance against agreed KPIs.
- Helping teams adopt new digital solutions and sharing practical guidance around the responsible use of AI.
- Making sure our digital journeys remain accessible, accurate, customer-friendly and supported by the right controls and escalation routes.
What we're looking for:
- Experience supporting or coordinating digital products, platforms or websites.
- Experience mapping and improving processes and customer journeys.
- Practical experience identifying opportunities for AI, automation or digital tools.
- Experience using Salesforce or a similar CRM/case-management platform.
- Technical understanding and knowledge of Salesforce Agentforce, AI, automation and chatbots.
- Strong organisation skills and the ability to manage multiple priorities.
- Experience working with a range of stakeholders, delivery teams and third-party suppliers.
- The ability to clearly document requirements, defects and improvement opportunities.
- Strong problem-solving skills and excellent attention to detail.
- A good understanding of customer experience measures and business KPIs.
- A genuinely customer-first mindset.
Experience with Experience Cloud, Survey Vista, content-management systems, digital analytics, user testing or software release cycles would also be beneficial.
What does RMG have to offer you?
- 27 days' holiday plus all Bank Holidays.
- The option to buy or sell up to five days' annual leave each holiday year.
- Healthcare cashback plan, allowing you to reclaim towards costs such as optical treatment, dental care, physiotherapy and GP charges.
- 24/7 access to remote GP services.
- Sponsorship for study and professional qualifications, including up to four study days.
- Pension scheme with contributions matched up to 7%.
- Life assurance of four times your annual salary.
- Access to Our Place Rewards, offering shopping discounts, in-store vouchers, reloadable e-cards, cashback on online purchases and a range of exclusive offers.
What's next?
If you meet the criteria and are ready to make the next step in your career then click apply. You will be redirected to our careers site where you can discover more about the role, read a full job description and apply directly to us.
As part of our commitment to diversity and inclusion, we offer a guaranteed interview to candidates who are disabled, neurodiverse, or have served in the Armed Forces, provided they meet the essential criteria for the role. If you would like to be considered under this scheme, please indicate this in your application.
We are dedicated to creating a supportive and accessible recruitment process for all. We are committed to creating an inclusive and accessible recruitment process. If you require any reasonable adjustments to support your application or interview experience, please let us know. We're happy to work with you to ensure you have the opportunity to perform at your best.
If you are a Places for People customer and you're looking for support with your application, please contact our skills and employment team. We understand the importance of a supportive and inclusive work culture so please talk to us at interview about flexibility you may need. We can't promise to give you exactly what you want, but we promise not to judge you for asking. For this role we are open to discussing the possibility of reduced hours, flexible start and finish times or compressed hours.
If you are a recruitment agency please note we operate a PSL and do not take cold calls.
Safeguarding:
At Places for People, safeguarding is everyone's responsibility. We are committed to creating safe communities for our customers and colleagues by protecting children, young people, and adults at risk from harm, abuse, and neglect. We follow robust safeguarding policies and procedures, ensuring all employees, volunteers, and contractors uphold the highest standards of safeguarding and accountability. Our recruitment process includes pre-employment checks, including Disclosure and Barring Service (DBS) checks where applicable, to promote a safe and secure working environment. By joining Places for People, you are expected to contribute to our safeguarding culture, following our policies and reporting concerns to protect those in our communities.
Digital Experience Lead in Northwich employer: Residential Management Group (RMG)
At Residential Management Group (RMG), we pride ourselves on being an excellent employer, offering a supportive work culture that values teamwork and safety. Our Estate Maintenance & Carpark Cleanliness Operative role at Beaufort Park in London NW9 not only provides competitive benefits but also opportunities for personal and professional growth within a dynamic environment dedicated to maintaining high standards for our residents.
Contact Details:
Residential Management Group (RMG) Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Digital Experience Lead in Northwich
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Residential Management Group (RMG). Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Residential Management Group (RMG) before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Digital Experience Lead in Northwich
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Residential Management Group (RMG):Your cover letter is your chance to shine! Tell us why you want to work at Residential Management Group (RMG) specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Residential Management Group (RMG)!
How to prepare for a job interview at Residential Management Group (RMG)
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
