We are looking for a Digital Customer Journey Lead to play a pivotal role in transforming how our customers interact with us digitally. By mapping, optimising, and improving our customer journeys, you’ll help deliver personalised, seamless experiences that make self-service easy and satisfying.
This role is about driving real change by putting the customer at the heart of everything we do and leveraging the latest digital tools to reduce friction and enhance engagement across all digital channels.
This role will initially be on an 18 month FTC.
About Us:
Affinity Water is the UK's largest water-only supplier, delivering sustainable, high-quality water to 3.85 million customers. We are on a mission to redefine how water companies connect with their communities, enhance the way water is used, and safeguard the environment for future generations.
Key Responsibilities:
Customer Journey Mapping:
1. Map out all the digital touchpoints where customers interact with us (website, social media, email, My Account, live chat) and identify any pain points or friction areas that customers may encounter at each stage.
2. Define the stages of the customer journey to understand where there is a lack of awareness on the part of the customer to self-serve or a lack of ability due to lack of current development, (The As Is) to create the To Be.
3. Become a Subject Matter Expert (SME) within your customer journeys to demonstrate the value of proposed changes to your customer journeys such as contract reduction or self-serve improvements.
4. Undertake process improvements initially targeting the greatest areas of wastage and inefficiency.
5. Act on key performance indicators (KPIs) related to customer satisfaction and engagement to improve the key customer journeys.
Data Analysis:
1. Working collaboratively with our Insights team to analyse customer interactions to understand how our digital channels can lead to a seamless experience.
2. Utilise customer data and analytics to gain insights into customer behaviour and preferences to ensure we are putting the customer first, whilst doing the right thing for our colleagues.
Experience Development:
1. Create and implement workbooks to enhance the digital customer journey.
2. Develop personalised experiences based on customer data. This could include personalised content and recommendations to help customers reduce PCC and tackle leakage.
User Experience (UX) Optimisation:
1. Work closely with UX designers to improve the usability and accessibility of digital platforms.
2. Work with the Digital Customer Experience Manager to perform A/B testing to compare different versions of digital elements and determine what works best for our customers.
Collaboration and Stakeholder Management:
1. Work closely with Insights, Data Analysis, Marketing, Contact Centre, Complaints, Customer Processing, and Customer Demand to ensure alignment and smooth execution.
2. Work within cross-functional teams aimed at improving the digital customer experience.
3. Act as the point of contact for the voice of the customer.
Essential Qualifications and Skills:
1. 2-3 years experience in the practical application of Customer Journey Mapping and ownership of end-to-end journeys.
2. Experience with Microsoft and traditional in-house software systems.
3. Creativity and attention to detail.
4. Effective time management and interpersonal skills.
5. Knowledge of business outcomes and customer-centric approaches.
6. Ability to thrive in a fast-paced, dynamic environment.
Benefits include:
1. Salary: Dependent on skills and experience.
2. Learning and development opportunities, including mentoring and a range of formal courses and open learning resources.
3. Entry into the company annual bonus scheme.
4. Annual leave from 26 days rising with length of service, and the option to purchase up to 5 extra days.
5. A ‘Celebration Day’ in addition to public holidays that people can use to celebrate a religious festival or other occasion that is important to them.
6. A generous 'double match pension scheme' that doubles the contributions you make (company contribution capped at 12%).
7. We offer a range of family benefits including enhanced Maternity, Adoption, Paternity, Shared Parental Leave, Fertility Support Leave and up to 5 full or 10 half days of paid Carers Leave.
8. Menopause policy and Reasonable Adjustment policy to help everyone perform at their best.
9. Access to our Wellbeing Centre with support for looking after your physical and mental health.
10. Discounts at a range of retail outlets and on Dental and Medical Insurance through our Tap4Perks scheme.
11. Up to 4 Affinity days a year to volunteer in the community.
12. Life Assurance.
13. Disability confident bullet point added to our adverts; if you need to apply in a different format, please contact us.
Affinity Water recognises the benefits of greater diversity in our workforce to better reflect the communities we serve. We are committed to building a more inclusive culture where every member of our workforce can thrive.
You can find out what it’s like to work at Affinity Water through our career site here where our colleagues share their career development stories and you can get a feel for our company culture.
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