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Digital Customer Experience Specialist

Posted 12 January by Severn Trent Featured Ended

About the opportunity

Are you somebody who has a passion to deliver the best the best customer experience within the digital world? Do you have experience working with multiple digital channels and analysing these from a Customers viewpoint?

We are looking for a Digital Customer Experience Specialist to work in a small specialist team that can organise and simplify our internal sites. Customers are the beating heart of our company and we strive to ensure that we give them the best experience and are always looking into ways how to improve 'Customer Journey'. Essentially you will be responsible for controlling content on the website, including reactive requests from specialist page owners and proactive content to meet business goals. You will be responsible for managing, developing and growing the use of the self-service journeys across the brand's digital portfolio, including website, mobile and chat. You will be responsible for making each self-service journey an effortless experience resulting in maximum journey conversation. Developing future digital capabilities to drive improvements across these journeys to ensure digital targets are met and customer satisfaction scores are improved.

A key part of the role will be engaging with internal stakeholders therefore it is essential that you are an effective communicator and personable which will be a driver in helping you build and maintain strong relationships.

We as company have targeted to become 'The Most trusted water Company by 2020' this role will play an instrumental role in helping us achieve this.

As a Digital Customer Experience Specialist, your key skills and competencies will include:

  • Technical web / digital skills and the ability to confidently manage IS teams to ensure the business gets the best out of the relationship
  • A strong and up-to-date technical understanding of digital technologies and their applications, especially online usability & SEO
  • Ability to confidently manage multiple stakeholders and negotiate differences of opinion to provide best customer experience and business outcomes
  • Experience in working with multi-variant test and behavioural targeting tools
  • Strong experience within a consumer service industry focused environment

Severn Trent benefits include:

  • Competitive
  • Bonus
  • Car Allowance
  • Fantastic Pension scheme
  • 28 days holiday plus 8 bank holidays with the option to buy or sell up to 5 additional days per year

Full range of Flexible benefits such as:

  • SMART water - save money on your bills
  • Medical insurance
  • Dental Insurance
  • Childcare voucher scheme


Severn Trent is located in the heart of Coventry. We are only a 10 minute walk from the Coventry train station and a 5 minute walk from nearby bus stations making your commute journey very easy and accessible.

Who are we?

We're a FTSE 100 water company, serving 8.1million people across the Midlands and into north and mid-Wales. Our customers, and the communities that we live and work in, are at the heart of everything we do and we're proud to be building a lasting water legacy. Our vision is to be the most trusted water company by 2020, delivering an outstanding customer experience, the best value service and environmental leadership. And we'll achieve that by putting our customers at the heart of everything we do, driving operational excellence and continuous innovation, investing responsibly for sustainable growth, changing the market for the better and creating an awesome place to work. We want our people to be part of an organisation that celebrates diversity and individual thinking as we believe a diverse and inclusive workforce is important for success. We seek to ensure that every employee and every application we receive, without exception, is treated equally and fairly.

Reference: 34217931

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