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.
Join us as part of our digital transformation team to drive meaningful change in customer experience.
The Role:
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.
Key Responsibilities:
* Customer Journey Mapping:
o Map all digital customer touchpoints (website, social media, My Account, live chat, email).
o Identify and address pain points to create optimised, future-proof journeys.
o Lead change initiatives that reduce inefficiencies and encourage self-service.
* Data-Driven Insights:
o Collaborate with the Insights team to analyse customer behaviour and identify improvement opportunities.
o Use data to create targeted, personalised communications and interactions.
* Experience Design:
o Develop and implement strategies for enhancing the customer journey, incorporating personalisation and efficiency.
o Collaborate with marketing to align messaging, design, and functionality across all platforms.
* UX Optimisation:
o Partner with UX designers to ensure accessibility, usability, and responsiveness on all devices.
o Conduct usability testing and A/B testing to refine platform designs.
* Collaboration & Stakeholder Engagement:
o Work with cross-functional teams to deliver projects on time and within scope.
o Act as the voice of the customer, ensuring all initiatives align with their needs and expectations.
Experience required
We’re seeking a technically skilled, customer-focused professional with:
* 3-4 years’ experience in customer journey mapping and process improvement.
* Strong communication, analytical, and problem-solving skills.
* A passion for driving digital transformation and creating exceptional customer experiences.
* Demonstrable ability to manage stakeholders and lead cross-functional projects.
Essential Qualifications and Skills:
* Experience with Microsoft and traditional in-house software systems.
* Creativity and attention to detail.
* Effective time management and interpersonal skills.
* Knowledge of business outcomes and customer-centric approaches.
* Ability to thrive in a fast-paced, dynamic environment.
Advert Closing Date:Monday 6th January 2025
Benefits include:
* Salary: Dependent on skills and experience
* Learning and development opportunities, including mentoring and a range of formal courses and open learning resources.
* Entry into the company annual bonus scheme.
* Annual leave from 24 days rising with length of service, and the option to purchase up to 5 extra days.
* 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.
* A generous 'double match pension scheme' that doubles the contributions you make (company contribution capped at 12%)
* 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.
* Menopause policy and Reasonable Adjustment policy to help everyone perform at their best.
* Access to our Wellbeing Centre with support for looking after your physical and mental health.
* Discounts at a Range of Retail Outlets and on Dental and Medical Insurance through our Tap4Perks scheme.
* Up to 4 Affinity days a year to volunteer in the community.
* Life Assurance.
* 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 https://www.affinitywatercareers.co.uk/ where our colleagues share their career development stories and you can get a feel for our company culture.
#J-18808-Ljbffr