Digital Customer Experience Manager

<p><strong>Want to be a part of a company that’s making a difference?</strong></p><p>We’re a growing global tech company, with huge potential for curious and caring minds, committed to each other, to deliver<strong> </strong>solutions that protect people and the planet for future generations. Our team of experts are focused on creating meaningful impact and making a real difference for our customers.</p><p>🌍 <strong>Impact:</strong> A strong connection to our mission through product, customer and impact is essential. We protect people and the planet by helping businesses mitigate risks and create safer, healthier workplaces.</p><p>💡 <strong>Innovation: </strong>Trusted by over 11,000 customers, you’ll have the chance to work with industry experts and thought leaders, dedicated to driving positive change. We believe in fostering a trusting environment that empowers our team to grow, innovate, and succeed.</p><p>📈 <strong>Growth: </strong>Connect commercial growth to personal growth opportunities. Benefit from a wide range of learning opportunities for ambitious professionals seeking development in a rapidly expanding sector.</p><p><strong>We're on a mission to protect people and the planet </strong>by building and deploying transformative software. We need everyone's energy and commitment, regardless of region or rank, to make that mission a reality for millions more customers.</p><p><a target="_blank" href="https://www.ecoonline.com/careers/">Our culture code</a>, a set of principles that underpins our values, is our commitment to each other and working better together.</p><p><strong>Join EcoOnline and be part of a mission dedicated to driving positive change.</strong> Read on to learn more about the opportunity and how you can have a positive impact!</p><p><strong><br>About the Role</strong></p><p><span>The Customer Support organisation is undergoing significant transformation as we modernise how customers engage with EcoOnline. Today, the team supports customers across multiple products, channels and regions, with a strong focus on delivering responsive, high-quality support experiences.</span></p><div><p></p></div><div><p><span>Our vision is to create a seamless digital support experience where customers can easily access help through the channel of their choice, resolve simple issues through self-service and AI-assisted experiences, and reach the right expert quickly when human support is needed. This role will be instrumental in shaping and delivering that vision.</span></p><p></p></div><p><strong>Key Responsibilities:</strong></p><ul><li><p><span>Customer Experience & Channel Transformation</span></p><div><ul><li><p><span>Lead the implementation and optimisation of chat and digital support channels.</span></p></li></ul></div><div><ul><li><p><span>Introduce AI-enabled capabilities that improve customer self-service and routing experiences.</span></p></li></ul></div><div><ul><li><p><span>Identify opportunities to improve customer journeys across digital touchpoints.</span></p></li></ul></div><div><p><span>Customer Feedback & Insight</span></p></div><div><ul><li><p><span>Design and deploy CSAT surveys and feedback mechanisms across support channels.</span></p></li></ul></div><div><ul><li><p><span>Analyse customer feedback and channel performance data to identify improvement opportunities.</span></p></li></ul></div><div><ul><li><p><span>Measure and report on customer satisfaction, adoption and experience trends.</span></p></li></ul></div><div><p><span>Continuous Improvement</span></p></div><div><ul><li><p><span>Own the day-to-day optimisation of digital channels and self-service experiences.</span></p></li></ul></div><div><ul><li><p><span>Work closely with Support Operations Managers and the Knowledge Manager to improve content, knowledge and support processes.</span></p></li></ul></div><div><ul><li><p><span>Use data-driven insights to prioritise enhancements and measure success.</span></p></li></ul></div><div><p><span>Stakeholder Management</span></p></div><div><ul><li><p><span>Partner with Support Operations, IT, Business Applications, Product and Customer Success teams.</span></p></li></ul></div><div><ul><li><p><span>Coordinate delivery activities across multiple stakeholders and suppliers.</span></p></li></ul></div><div><ul><li><p><span>Provide regular progress updates and recommendations to Support leadership.</span></p></li></ul></div><div><p><span>Technology & Tools</span></p></div><div><ul><li><p><span>Support administration and optimisation of digital customer engagement tools.</span></p></li></ul></div><div><ul><li>&lt