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
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