Group Customer Experience Platform Specialist role
- Hiring Organisation
- DFS Furniture Ltd
- Location
- Doncaster, South Yorkshire, Yorkshire, United Kingdom
- Employment Type
- Permanent
while keeping customer satisfaction at a great level. It is both creative and operational role - balancing content production with governance, insight-driven improvements, and continuous optimisation. Responsibilities/Accountabilities: Knowledge & Content Ownership: Own and maintain all internal and external knowledge content across Zendesk, Help Centre, and internal knowledge bases. … chatbots to identify best practices and opportunities for improvement. Ensure all bot and IVR flows are fully documented, including architecture and reasoning. Data, Insights & Continuous Improvement: Use article ratings, search behaviour, and performance data to refine content and self-service strategy. Analyse low CSAT/BSAT scores ...