Posted Date:  20 Sep 2023
Posting End Date:  03-Oct-23
Location:  Derby
Company:  Severn Trent Water
Department:  Customer Hub
Salary (£):  £28,000 - £32,000

Digital Optimisation Specialist

Business Unit : Customer Solutions 

Division : CS CC Customer Contact 

Pay Grade Level : Level 2 - Technical Expert 

Post end date : 03-Oct-23 

Salary Range : £28,000 - £32,000

Role Type :  Full Time Contract 

Secondment length : NA 

Recruiter : Daniel McCormack 

Manager Name : Karl Beal 



Hello. We’re Severn Trent and we think water is wonderful. And we’re pretty keen on people too.


24 hours a day, 365 days a year we serve 4.8 million households and business across the heart of the UK. Each cuppa drank, each toilet flushed is only possible because of the 7,000 brilliant team members working across our patch.


We welcome people from all walks of life and celebrate individuality. We know diverse minds, experiences and backgrounds help us to learn and better serve our customers and the communities where they live.


If you want to do more because you care, we’d love to talk to you. There really is something for everyone here.


Here at Severn Trent we take pride in knowing we come to work each day and help make a difference to our customers, working together with our colleagues to solve problems as soon as we can.


Our Digital Optimisation Analyst role sits at the heart of this value with the opportunity to really make a difference to our customers. 






We have an exciting opportunity for someone to join our award-winning Digital Channel Strategy Team as a Digital Optimisation Analyst. .


You will be responsible for optimising our messaging and telephony performance for both our retail teams and customers.


You’ll be accountable for regularly reviewing content to ensure it is relevant, accurate, engaging and meeting operational standards. Whilst supporting the Digital Build and automation specialist.



 This role is an integral part of our broader Digital Channel Strategy Team.


You will be working Monday-Friday 8am-4pm based at our office in Derby, Pride Park




Interested in knowing more? Then read on.







We are looking for someone who has great customer service experience, as this is an integral part of the role. 







Desirable but not essential:


  • Minimum 2 years’ experience in customer facing roles.
  • Experience in conversational design for chatbots or voice assistants.
  • Experience in designing conversation flows and analysing conversation transcripts.
  • Experience with conversational design platforms.



Your key accountabilities in helping us will be:


  • Deliver on agreed plan for call deflection/reduction numbers across service products.


  • Proactively Identify and co-ordinate new journeys to help customers understand alternative digital channels.


  • Manage business as usual updates to the bots in messaging and telephony – with ownership of live issues that arise.


  • Audit journey changes made by authorised users across STW to ensure standards are maintained.


  • Understand the functionality of the digital platforms and make recommendations on new journeys.


  • Using Digital analytic outputs define and implement continuous improvement for all bot journeys.


  • Update and deploy solutions on messaging and telephony channels, using our digital platforms.


  • Design testing approach for our messaging and telephony channels



 Of course, it’s important that we attract the right skill sets, and those with the right experience but we value character, positivity and a caring attitude in equal weight.


 We want people who show up and roll their sleeves up. Restless spirits who are ready to be part of something bigger, who care, who really care... because when you really care, you’ll go above and beyond. When you really care you don’t just talk about it, you do more.


We welcome people from all walks of life and celebrate individuality as we know diverse minds, experiences and backgrounds help us to learn and better serve our communities. We employ thousands of people from across our community who really care about what they do. Because that is how we do what we do.




We do more, because we care.







Working here isn’t just a job. You can build a career at Severn Trent. We’ll reward you for it, too. We have a range of benefits that recognise great work, and award-winning training to help you reach your potential. And we’ll also help you play your part in looking after the environment and the communities where we live.


With that in mind, here are just some of our favourite's perks that you’ll get being part of the Seven Trent family:


  • Competitive Salary
  • 28 days holiday + bank holidays (and the ability to buy/ sell up to 5 days per year)  
  • Annual bonus scheme (of up to £2,250 per annum based on company performance)  
  • Leading pension scheme – we will double your contribution (up to 15% when you contribute 7.5%)  
  • Sharesave – the chance to buy Severn Trent Plc shares at a discounted rate  
  • 10% monthly discount with Busy Bee Nurserys, and one-week free childcare  
  • Dedicated training and development with our ‘Academy’  
  • Electric vehicle scheme and retail offers  
  • Family friendly policies  
  • Two volunteering days per year  







We can’t wait to hear from you. 


Before you apply, you’ll need an updated copy of your CV and about five minutes to spare.


If you’re not too sure about what you need to do, or have a question about the role before applying, please do reach out to our amazing team of recruiters at


And if your curiosity has peaked and you're wanting to find out even more, search #LifeAtSevernTrent on social media.


Ps. we’ll always let you know the outcome of your application after the closing date - so keep an eye on your phone and emails!