Digital Experience Coordinator (AI)

Location: Full time at the offices in Northwich (CW9 7LN), England; 37.5 hours per week, Monday to Friday.

Salary: up to £30,000 per year.

Company

hirify.global is a market-leading organisation focused on creating safe communities for customers and colleagues, with digital customer platforms supporting its services.

What you will do

• Manage digital platform cases through Salesforce, investigating issues across websites, portals, online chat, booking systems, and other customer journeys.
• Support the performance and continuous improvement of online chat, chatbots, Agentforce, self-service, and automated customer processes.
• Identify recurring issues, customer pain points, and opportunities to use AI, automation, and improved content to simplify processes.
• Monitor digital performance and customer feedback, analyse trends, and recommend improvements.
• Support testing, releases, and updates across digital platforms and automated customer journeys.
• Work with Customer Experience, IT, Product, operational teams, and third-party suppliers to resolve issues and deliver enhancements while supporting accessibility, compliance, and data-handling requirements.

Requirements

• Experience in digital support, customer experience, analysis, or an operational environment.
• Experience using a case-management system such as Salesforce.
• Practical knowledge of online chat, chatbots, Agentforce, self-service, and automated customer journeys.
• Strong analytical and problem-solving skills, including the ability to identify inefficient processes and produce clear recommendations.
• Strong organisation and prioritisation skills, with the ability to manage multiple cases, tasks, and stakeholders.
• Clear written and verbal communication skills and strong attention to detail.
• A proactive, customer-focused approach and confidence escalating risks when required.

Nice to have

• Experience supporting websites, portals, or booking systems.
• Exposure to digital analytics, system testing, automation, AI tools, or Experience Service Cloud.

Culture & Benefits

• Permanent full-time position with 37.5 hours per week; reduced hours, flexible start and finish times, or compressed hours may be discussed.
• 27 days of holiday plus Bank Holidays, with the option to buy or sell up to five additional days.
• Healthcare cashback plan, remote GP access, life assurance worth four times annual salary, and a pension with contributions matched up to 7%.
• Sponsorship for study and professional qualifications, including up to four study days.
• Shopping discounts, vouchers, cashback, and other offers through Our Place Rewards.
• Inclusive and accessible recruitment, safeguarding checks where applicable, and guaranteed interviews for eligible disabled, neurodiverse, and Armed Forces applicants who meet the essential criteria.

Hiring process

• Apply through the five-minute application process with a CV and supporting statement demonstrating how the requirements are met.
• Applicants seeking consideration under the guaranteed-interview schemes should indicate this in the application.
• The closing date is 13 November 2026, but applications may close earlier if a high number of quality applications is received.