Customer Experience Transformation Lead

Reporting directly to the COO/CEO, this unique cross functional role will own the parent and customer experience agenda for Mamas and Papas, shaping how we support expectant and new parents through the moments that matter most. As a business, we are committed to becoming truly customer centric, ensuring every decision we make starts with understanding the needs, concerns and aspirations of parents. This role will champion the voice of the customer across the organisation, breaking down functional silos and ensuring that retail, digital, customer care, marketing, product and commercial teams work together to deliver a seamless, consistent and exceptional experience. "Buying for Baby" is one of top transformation missions, creating a unique end-to-end experience that helps expectant parents confidently navigate one of the most important purchasing decisions they will ever make. Beyond this, the role will expand into adjacent customer moments including Baby Lists, Registries, Gift Lists, Gifting, Post-Purchase Support and other key parent journeys, building a connected ecosystem of experiences that strengthens customer engagement and lifetime value. This Customer Experience Transformation Lead position is a high-profile, influential role that combines customer insight, strategic vision, entrepreneurial flair and commercial execution. You will be responsible for identifying friction points across the customer journey, designing innovative solutions, and embedding a ..... full job details .....