At Affinity Water, we are more than just the UK’s largest water-only supplier. We are a mission-driven organisation committed to providing sustainable, high-quality water to 3.85 million customers across Southeast England while protecting the environment for future generations.
We are looking for an innovative and technically skilled Digital Customer Journey Manager to join our Customer Experience Delivery Team. This pivotal role will transform how our customers interact with our platforms, delivering personalised, seamless experiences that enhance satisfaction and engagement.
As the Digital Customer Journey Manager, you will:
Map and Optimise Journeys:
Evaluate digital touchpoints (website, My Account, live chat, social media, email) to identify and eliminate pain points, delivering streamlined experiences that encourage self-service. Lead Process Improvements:
Drive change initiatives targeting inefficiencies, ensuring processes are simple, right-first-time, and aligned with customer needs. Data-Driven Insights:
Collaborate with our Insights team to leverage data and analytics for a deeper understanding of customer behaviour, enhancing decision-making. Enhance Experiences:
Create workbooks to guide digital journey enhancements, implement personalised content and messaging, and collaborate with marketing for a consistent multi-channel experience. Focus on User Experience (UX):
Partner with UX designers to optimise usability and accessibility across devices, conduct usability testing, and improve design through data-informed insights. Collaborate Across Teams:
Work closely with stakeholders across marketing, contact centres, and complaints teams, ensuring smooth execution and alignment with business objectives. What You’ll Bring We’re seeking a proactive professional with a passion for customer-first transformation: Experience:
At least 3–4 years in customer journey mapping and ownership of end-to-end journeys. Technical Skills:
Proficient in Microsoft Office and CRM platforms, with experience in regulated industries (desired). Analytical Expertise:
Strong numeracy and problem-solving skills, able to use data to identify opportunities for improvement. Communication & Influence:
Outstanding interpersonal skills to lead cross-functional projects and engage with stakeholders. Customer-Centric Mindset:
A genuine passion for delivering exceptional customer experiences, combined with creativity and attention to detail. Benefits Salary: (dependent on skills and experience). Hybrid role, with the expectations of a minimum two days a week in the office. 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
26 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. If you need any reasonable adjustments and would like to apply in a different format, please do let us know. 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. Advert Closing Date:
Monday 6th January 2025
#J-18808-Ljbffr
Evaluate digital touchpoints (website, My Account, live chat, social media, email) to identify and eliminate pain points, delivering streamlined experiences that encourage self-service. Lead Process Improvements:
Drive change initiatives targeting inefficiencies, ensuring processes are simple, right-first-time, and aligned with customer needs. Data-Driven Insights:
Collaborate with our Insights team to leverage data and analytics for a deeper understanding of customer behaviour, enhancing decision-making. Enhance Experiences:
Create workbooks to guide digital journey enhancements, implement personalised content and messaging, and collaborate with marketing for a consistent multi-channel experience. Focus on User Experience (UX):
Partner with UX designers to optimise usability and accessibility across devices, conduct usability testing, and improve design through data-informed insights. Collaborate Across Teams:
Work closely with stakeholders across marketing, contact centres, and complaints teams, ensuring smooth execution and alignment with business objectives. What You’ll Bring We’re seeking a proactive professional with a passion for customer-first transformation: Experience:
At least 3–4 years in customer journey mapping and ownership of end-to-end journeys. Technical Skills:
Proficient in Microsoft Office and CRM platforms, with experience in regulated industries (desired). Analytical Expertise:
Strong numeracy and problem-solving skills, able to use data to identify opportunities for improvement. Communication & Influence:
Outstanding interpersonal skills to lead cross-functional projects and engage with stakeholders. Customer-Centric Mindset:
A genuine passion for delivering exceptional customer experiences, combined with creativity and attention to detail. Benefits Salary: (dependent on skills and experience). Hybrid role, with the expectations of a minimum two days a week in the office. 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
26 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. If you need any reasonable adjustments and would like to apply in a different format, please do let us know. 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. Advert Closing Date:
Monday 6th January 2025
#J-18808-Ljbffr
