Digital Experience Lead

Digital Experience Lead

Our client, a 'Top Employer' certified organisation, is looking for a Digital Experience Lead on a permanent basis. The Digital Experience Lead will act as the custodian for the online customer experience, owning and optimising the digital customer experience vision and strategy.

The role holder will use their enthusiasm for Digital Journeys, optimisation, design and UX to ensure the organisation continues to thrive in a competitive and highly regulated environment. There will be a requirement to work with stakeholders of all levels to shape and drive initiatives in the digital customer experience.

Main Responsibilities:

• Leading the digital journey team (digital analytics, user experience and digital creative) to deliver a best-in-class website experience that maximises customer experience and ease of transacting online.
• Shaping change and strategy for the digital customer experience, and implementing strategies to enhance user engagement and deliver best outcomes for our customers and the business
• Shaping and strategic roadmap for conversion optimisation and A/B testing programme and building on desired customer experiences
• Lead the delivery of all digital UX for new and existing developments, showcasing design thinking and strong empathy for customers across your teams work.
• Own the digital analytics and CRO function, leading your team to analyse the journeys and make recommendations to improve the Digital Experience for trading and servicing online.
• Responsible for UX, UI, Design and Digital Analytics for achieving the annual sales and income plans, conversion rate, online servicing success and customer satisfaction.
• This is a strategic management role that encompasses both stakeholder and team management, being the advocate for and owner of a first-class digital customer experience.
• Collaborating, challenging and influencing across the business to ensure operational business processes, commercial value, compliance and regulatory considerations all translate into an optimal online sales and service funnel.

Skills and Experience:

• Proven experience of growing a digital product through improving conversion rates
• Experience collaborating with or managing cross-functional internal stakeholders to build strong relationships, able to demonstrate effective business partnering & influencing skills.
• Highly flexible and adaptable with an ability to drive change forward, working at a senior management level to have a direct impact on digital business performance
• Experience of leading experimentation & testing programmes within a D2C environment with experience of commercial UX and experimentation delivery. Along with strong experience running and managing A/B testing stacks (for example VWO, Optimizely).
• Experience using digital analytics tools for user experience and to execute digital strategies (e.g. GA4, Adobe Analytics)
• Strong verbal and written communication skills with ability to clearly articulate and document rationale and planning
• Minimum of 5 years experience managing direct reports, experience of 5 years+ in a digital UX or digital analytics roles minimum.
• Degree level education or equivalent business experience

Benefits:

• Flexible Working arrangements with both location and hours (hybrid/remote working is welcomed).
• Dental Insurance Health Cash Plan, Health Screening, Will Writing, Voluntary Critical Illness, Mental Health First Aiders, Well Being Activities – Yoga, Mindfulness.
• Annual Bonus Schemes, Annual Salary Reviews, Competitive Pension, Employee Savings, Employee Loans.
• Partner Life Assurance and Critical Illness cover
• Car Salary Exchange, Cycle Scheme, Vehicle Breakdown Cover
• Deals on various gadgets including Wearables, Tablets and Laptops.

Due to the volume of applications received for positions, it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted. 

Proactive Appointments Limited operates as an employment agency and employment business and is an equal opportunities organisation

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