£47,426 to £56,921 per annum

Hybrid -London (More London Place)

36 hours per week

Permanent



Reporting into the Head of Digital Experience, you'll be responsible for owning, managing and delivering ongoing improvements to the omni-channel digital customer experience to drive channel shift and self-serve whilst also achieving defined business goals, and coordinating the required resources across internal and external teams.

You'll work with key stakeholders and business teams to identify and assess new opportunities and you'll lead collaborative discovery sessions to understand, scope and plan new improvements to our services and operational capabilities. Working with wider product teams you'll build and gain continuous alignment on strategic roadmaps based on data and insight and lead the omni-channel customer experience across the wider Clarion Group identifying opportunities to optimise digital services based on data and insight.

Utilising your significant experience of successfully owning and delivering enhancements to digital customer journeys on external facing digital platforms through development, delivery and analysis phases you'll be expected to undertake regular reviews with key stakeholders managing front line services. You'll identify demand and pain points, keep them engaged and informed of work progress, organise workshops and deliver training to other teams across the organisation as well as organising internal demos and retrospective and refining sessions to maintain high quality output.

An in depth understanding of customer services, including experience of using digital service platforms and applications such as Chatbots, self serve portals and Sentiment platforms for customer insight. Has extensive experience working with digital and technology suppliers at corporate level and a sound knowledge of supporting end-to-end business processes.

With an in depth knowledge and experience of application of digital standards and best practice and experience of mapping customer journeys and understanding how services are operationalised, along with your track record of delivering actionable insights from research, we'll look to you to define customer KPIs and work with the Digital Experience Team to review measures on performance.

If this sounds like a role you're interested in then get it touch today!



What you can expect from us

Here at Clarion we're dedicated to rewarding hard work and commitment and providing benefits that support you and your lifestyle. As standard we offer;-

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Competitive salaries that are benchmarked regularly against current market rates
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Initial 25 Days annual leave (plus bank holiday), increasing to 30 days after 3 years' service.
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A flexible benefit scheme tailored to you, inclusive of healthcare options, dental insurance, restaurant card and cycle to work along with 1% of your salary to spend on whichever approved benefit you like!
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Matched pension contributions of up to 7.5% of your salary with generous life assurance
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Flexible and agile working for the majority of our employees.

Other perks

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Company Bonus Scheme
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Eye care vouchers
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Holiday trading scheme allowing you to buy and sell leave
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Free counselling and legal advice scheme for you and your family
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Interest free loans for season ticket and study leave

Our commitment to equality and diversity means that we are keen to help you maintain a healthy work-life balance, including but not limited to part-time working and job share, enhanced maternity, paternity and adoption leave, and compassionate leave.



Closing Date: Tuesday 22nd November 2022 at midnight.

For further details on this vacancy and to download the role profile Digital Process Owner please visit our website or click 'apply'.

Applicants will be expected to work from the office in More London Place approximately one day every two weeks.

You must be eligible to work in the UK to apply for this vacancy; Clarion are not able to offer visa sponsorship. You are required to reside in the UK for the duration of your employment.



About Clarion Housing Group

Clarion Housing Group is the country's largest social landlord with more than 350,000 people nationwide calling a Clarion home their own.

Our mission is to provide affordable homes for those who need them most, and our development arm (Latimer) builds thousands of new homes each year across the country.

We know that having a safe and secure home enables people to build better lives, and we believe being a good social landlord is about making a difference to our residents and communities.

Our charitable foundation, Clarion Futures, works with charities, social enterprises and other organisations to provide employment support and apprenticeship opportunities to residents, as well as money management advice and help getting online.

Diversity and Inclusion

We want Clarion to be a workplace where everyone feels valued, can be themselves and know they can reach their full potential. We embrace and celebrate our differences through various initiatives and support colleagues through a number of staff networks.

We're committed to building a strong, diverse workforce and making Clarion an inclusive place to work.