We have a fantastic new opportunity to join the Customer Experience Team as a Digital Experience Specialist on a permanent full-time basis. You'll be based from our Head Office Sovereign House Basingstoke, combining both home and office working to ensure a positive work/life balance.

About Sovereign Network Group (SNG)

We are thrilled to have joined forces with Network Homes in October 2023, which now places us as the 6th largest housing association in the UK. Sovereign and Network Homes have come together as SNG (Sovereign Network Group) - an organisation that takes the best of both and makes it even better.

The Role

The successful candidate will support the Head of Customer Experience in helping to shape the digital customer experience at SNG, through the design of accessible, relevant and inclusive digital customer journeys, which contribute to the SNG omnichannel experience.

You will support defining the user experience for SNG digital journeys and ensure that experience is measured and continuously enhanced to meet the evolving needs of customers. Working in partnership with our digital product managers and SNG digital partners to achieve the best outcomes for our customers and colleagues.

The role will evolve insight driven digital personas, promoting digital adoption with customers, leveraging technology to benefit customers and create a meaningful digital dialogue with customers.

Key Responsibilities

You will design, measure and continuously improve digital customer journeys, working with internal stakeholders and customers, to ensure we deliver the intended customer experience.

• Collaboration across SNG to support digital experience design, with teams including Digital. Change and Transformation, Customer Feedback and Customer Engagement
• Develop and nurture a deep understanding of SNG customer/colleague digital needs and behaviours and act as a proactive advocate of the customer/colleague
• To help drive digital customer experience design thinking
• Acting as a change agent, ensuring the SNG digital customer experiences we design and co-create with our customers, support delivery of the commitments made in the corporate plan, customer strategy and through the SNG brand
• Provide support in the development, implementation and measurement of digital customer journeys, using customer insight and journey analytics including the interrogation of Google Analytics
• Navigate the customer experience at SNG and develop a deep understanding of digital opportunities to improve and add value, utilizing co-creation and iterative design towards the creation of a personalized digital experience
• Use of wireframes and multimedia designs to visualise and articulate the digital customer experience
• Build strong stakeholder relationships and facilitate co-creation sessions with customers/stakeholders, using effective facilitation skills, ensuring the right inputs for the design process
• Work with digital and product teams to understand how technology can be utilised to develop great digital experiences that are easy to use, accessible and fully inclusive for all customers

You will have the opportunity to create and build on the Digital customer experience at SNG and to support the development of propositions which improve both customer and colleague experiences.

What we look for

• Proven ability to successfully drive digital adoption in an organization with both colleagues and customers
• Proficient in customer journey mapping and how it can be used to deliver better customer outcomes
• Demonstrates an analytical mind-set to spot opportunities to improve digital customer experience and drive those opportunities forward
• Ability to translate insight into human centred journey design, including Google Analytics certification
• Confidently present complex ideas using different techniques, to a range of audiences, up to senior leadership level
• Evidence of conversational design for conversational interfaces such as IVR's, chatbots etc
• Excellent wireframing skills and proficiency in working with Microsoft applications (Word, Excel, PowerPoint, Power BI)
• Excellent communication skills

Rewards package

• £450 yearly flexible benefit pot to use against benefits of your choice
• 25 Days Holiday (pro rata + Bank Holidays (with an extra day every year up to 30 days)
• Chance to buy or sell holiday as part of our flexible benefits package
• Generous company pension scheme, matched up to 12%
• Flexible hybrid working
• Recognition scheme
• Wellbeing discounts

At Sovereign Network Group, we are passionate about inclusion for all and creating a workplace where everyone can thrive, whatever their personal or professional background. We encourage applications from all. We believe that diverse talent makes us stronger.