Overview
In this role you will lead and optimise our externally facing digital platforms and products to improve the online experience for customers. You’ll coordinate website change management, releases, and email campaigns, working with the Digital Experience Manager to drive positive digital outcomes. You will champion our email tool, analyse digital behaviour, and support the team with emerging trends to boost customer satisfaction and resilience. This is a hands-on, cross-functional role at the heart of our online customer journeys.
Pay / Benefits
- 26 days annual leave (30 after 4 years)
- pension scheme with employer contribution
- performance-related bonus up to 7.5%
- comprehensive healthcare plan
- gym and wellness discounts
- Employee Assistance Plan
Responsibilities
- Own website change management and resource planning for unitedutilities.com, including SLA oversight
- Plan and oversee releases with timelines, testing requirements, and team resource planning
- Execute small to medium CMS changes with SME approvals and external supplier liaison as needed
- Champion the email campaign tool and ensure documented, compliant processes
- Deliver email campaigns on behalf of subject matter experts and campaign managers
- Provide analytical reports on digital behaviour (email campaigns, website insights via Google Analytics)
- Collaborate with the Digital Optimisation Manager on key projects to improve online customer journeys
- Analyse and optimise digital products (e.g., messaging platforms) used in digital customer experience
- Advocate for emerging trends and technology and support adoption across the company
- Act as a key player in the digital optimisation team and promote digital customer experience and resilience
Key requirements
- Relevant experience in a digital product/optimisation role
- Evidence of sustained digital skills development through professional training/coursework
- Experience in a fast-paced digital environment
- Ability to translate data into compelling insights
- Proficient in Microsoft Word, PowerPoint and Excel
- Strong written and verbal communication skills
- Excellent interpersonal skills with stakeholders at all levels
- Strong organisation, planning and prioritisation abilities
- Experience with content management systems and Google Analytics
- strong communication
- interpersonal skills
- planning and prioritisation
- content management systems (CMS)
- Google Analytics
- email campaign tools
Senior Digital Experience Officer in Warrington employer: United Utilities
United Utilities is an exceptional employer, offering a dynamic work environment where commercial professionals can thrive while contributing to vital infrastructure projects that benefit communities across the North West. With competitive salaries, flexible working arrangements, and robust career development opportunities, we empower our employees to grow and make a meaningful impact in their roles. Join us to be part of a purpose-driven organisation that values innovation and collaboration.
