Head of Digital Customer Experience

OverviewWe''re looking for a visionary and strategic leader to join us as Head of Digital Customer Experience. This is a pivotal role responsible for shaping and delivering our customer experience strategy—translating our purpose and Life Stage ambitions into seamless, impactful experiences across digital and non-digital channels. You''ll lead the design and development of customer propositions, champion best practice in experience design, and ensure our initiatives are insight-led, compliant, and aligned to strategic goals.

Responsibilities

Own the strategy for Customer Experience Design, Market and Customer Insight, and Proposition Development.

Lead the creation and delivery of end-to-end customer experiences, ensuring consistency and efficiency across life stages and products.

Oversee the Design Thinking approach to ideation, testing, and iteration of new concepts.

Use data and insight to identify pain points and drive continuous improvement.

Collaborate with Customer Lifestage Directors, Product Leads, and Enabling Functions to ensure new ideas are well-informed and tested.

Prioritise initiatives based on measurable benefits and strategic alignment.

Ensure all changes meet compliance and conduct risk requirements, supporting intended customer outcomes.

Provide strong leadership to the team, fostering capability, clarity, and engagement.

Qualifications

Proven experience in customer experience strategy, proposition development, and insight-led design.

Deep understanding of Design Thinking, customer journey mapping, and market best practice.

Proven expertise in Customer Experience- Digital

Strong leadership skills with the ability to inspire and influence across functions.

Commercially astute with a passion for delivering exceptional customer outcomes.

Excellent stakeholder management and communication skills.

Experience working in financial services or regulated environments and managing conduct ..... full job details .....