Digital Experience Lead

Are you passionate about improving digital customer experiences and excited by the opportunities that AI and automation can bring?

We have an exciting opportunity for a Digital Experience Lead to join our Customer Experience & Digital team at RMG.

This is a hands‑on role where you'll take ownership of the day‑to‑day performance and improvement of our digital customer journeys, including online chat, self-service, automated processes and AI‑enabled solutions. You'll look for smarter ways of working, helping us reduce unnecessary customer contact, simplify processes and deliver quicker, easier and more effective digital experiences.

This could be a great opportunity for someone with a background in digital customer experience, digital products, CRM platforms, process improvement or automation
, particularly if you've worked with Salesforce, Agentforce, chatbots or AI‑enabled customer journeys and enjoy turning customer or operational challenges into practical solutions.

Where will I be working?

Full time at our offices in Northwich (CW9 7LN
) - 37.5 hours per week (Monday to Friday)

What You'll Be Doing

You'll play a key role in developing and improving our digital customer experience, including:

• Owning the performance and continuous improvement of online chat and associated customer journeys.
• Identifying opportunities to improve customer self‑service and digital deflection.
• Mapping and improving processes, using AI, automation and digital tools to reduce manual activity and create better customer outcomes.
• Monitoring customer journeys to identify pain points, hand‑offs, failure points and opportunities for improvement.
• Working closely with Customer Experience, Product, IT, operational teams and third‑party suppliers to deliver improvements.
• Coordinating digital releases, fixes, enhancements and new functionality.
• Maintaining and prioritising the product backlog, translating customer and operational insight into clear development requirements.
• Supporting user testing, rollout and post‑release reviews.
• Tracking digital adoption, customer impact and performance against agreed KPIs.
• Helping teams adopt new digital solutions and sharing practical guidance around the responsible use of AI.
• Making sure our digital journeys remain accessible, accurate, customer‑friendly and supported by the right controls and escalation routes.

What We're Looking For

You’ll be someone who is naturally curious about how technology can make things better, but who always keeps the customer at the heart of the solution.

Essential Criteria

• Experience supporting or coordinating digital products, platforms or websites.
• Experience mapping and improving processes and customer journeys.
• Practical experience identifying opportunities for AI, automation or digital tools.
• Experience using Salesforce or a similar CRM/case‑management platform.
• Technical understanding and knowledge of Salesforce Agentforce, AI, automation and chatbots.
• Strong organisation skills and the ability to manage multiple priorities.
• Experience working with a range of stakeholders, delivery teams and third‑party suppliers.
• The ability to clearly document requirements, defects and improvement opportunities.
• Strong problem‑solving skills and excellent attention to detail.
• A good understanding of customer experience measures and business KPIs.
• A genuinely customer‑first mindset.

Experience with
Experience Cloud, Survey Vista, content‑management systems, digital analytics, user testing or software release cycles would also be beneficial.

What does RMG have to offer you?

You’ll not only be joining a thriving market leader where you’ll benefit from working alongside some of the best people in the industry, as part of the wider PfP group, you’ll also receive a superb package of company…