Digital User Experience Adviser

Exciting Career Opportunity at Citizen!

As part of the Customer Experience directorate, you will play an important role in shaping and delivering Citizen’s digital and self-service journeys. Reporting to the Digital Change & Diagnostics Team Manager, you will support the development and optimisation of key platforms, including our chatbot, customer portal, and Amazon Connect solutions.

You’ll enhance user journeys through testing, data analysis, and customer insight — helping to create faster, simpler, and more effective experiences. This is a great opportunity to be part of digital transformation that has a real impact on our customers.

We’re looking for someone who is adaptable, solution-focused, and driven to deliver results. You’ll enjoy problem-solving, embrace new challenges, and be a strong people person — because customers are at the heart of everything we do.

Position: Digital User Experience Adviser

Salary: £37595

Location: 4040 Lakeside, Birmingham, B37 7YN (Hybrid working, minimum 40% in office)

Hours: Monday to Friday, between 8am and 6pm, 37 Hours Per Week

Key Responsibilities:

• Support and enhance self-serve channels, including chatbot, customer portal, and voice/chat automation via Amazon Connect
• Design and improve user journeys and conversational flows to meet customer needs and business goals
• Collaborate with customers and internal teams to refine end-to-end experiences and drive adoption of digital services
• Monitor performance using data, dashboards, and feedback to identify improvements and ensure seamless, accessible experiences
• Conduct testing and maintain clear documentation to ensure reliable delivery, consistency, and effective knowledge sharing

Qualifications and Experience:

• Passion for technology with a willingness to learn new tools, supported by strong MS Office skills
• Experience delivering excellent customer service through digital channels, with strong written and verbal communication
• Strong analytical, problem-solving, and critical thinking skills, with the ability to turn customer feedback into effective solutions
• Highly organised and detail-oriented team player, able to work under pressure, meet deadlines, and use sound judgement and initiative
• Educated to GCSE standard or equivalent in English at Grade C or above
• We would be really excited if you have knowledge of HTML, JavaScript, CSS, Amazon Connect contact centre technology and Keyfax diagnostics.   

Manager’s Quote:

This is a key role at the heart of how we transform customer experiences — from enhancing our chatbot and customer portal to pioneering voice and chat automation through Amazon Connect. We’re looking for someone who’s excited to design seamless, intuitive journeys and turn insights into real, measurable improvements.

If you’re naturally curious, enjoy solving problems, and love experimenting with new ideas, this is your chance to create digital experiences that genuinely make a difference. Your work will have a direct impact on how customers interact with us — making every experience simpler, faster, and more effective.

What We Offer:

• Innovative Environment: Be part of a forward-thinking organization that values creativity and innovation.
• Professional Growth: Opportunities for continuous learning and career advancement.
• Collaborative Culture: Work alongside a team of dedicated professionals who support and inspire each other.

Benefits:

• Annual Leave: Annual leave starts at 26 days per year plus bank holidays
• Annual leave purchase scheme – option to buy up to an additional 5 days per year
• Enhanced family leave (maternity, paternity and adoption)
• Organisational sick pay
• Generous Pension Scheme – The option to contribute 4%, 6% or up to 10% which Citizen will match
• Health and Wellness: Comprehensive health insurance and wellness programs.
• Work-Life Balance: Flexible working hours and generous leave policies.
• Employee Development: Access to training programs and career development resources.

Find out more here: Citizen | Benefits

Company Culture: 

We will be an employer of choice and invest in our people

To deliver the best services for our customers we need employees who are passionate, committed and engaged. We will create a culture where every individual feels comfortable and confident to be themselves and the wellbeing of our employees is a priority. Our team is passionate about making a positive impact and driving innovation in Customer Experience.

 We will work together as one team and embrace our Citizen values.

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Closing date: 26th April 2026

Interview date: 11th May 2026 and 12th May 2026

Please note we will be reviewing applications throughout the campaign and may invite candidates to interview at any time.  We reserve the right to close this role earlier than the published closing date should a suitable candidate be identified.