Head of Product- User experience

Head of Product – User experience

London · Hybrid

Step into a high‐impact role owning the digital journey for a multi‐service subscription brand, and turn a well-loved but legacy experience into a product customers actually rely on and return to.

The role

• Take end‐to‐end ownership of the in‐app customer journey – from sign‐up and onboarding through billing, service, issues and renewal/cancellation.
• Act as a hands‐on leader: you’ll set vision and standards for customer experience while staying close to discovery, delivery and experimentation with a small CX‐focused squad.
• Build and drive a clear CX roadmap that reduces friction, boosts self‐serve and meaningfully improves conversion, engagement and retention.
• Partner tightly with engineering, design, data, operations and marketing to get problems framed well, decisions made quickly and changes shipped.

What you’ll actually be doing

• Auditing today’s journey, finding the sharp edges for customers and prioritising the most painful points to fix first.
• Designing and running structured experiments (A/B tests, UX iterations) to improve key funnel stages, not just individual screens.
• Turning data, call drivers and customer feedback into simple narratives that help non‐product stakeholders see what needs to change and why.
• Putting basic but robust product practices in place – rituals, metrics, dashboards – so everyone can see progress and trade‐offs clearly.

About you

• You come from a B2C background where you have helped unify processes and experience into one successful and usable experience.
• Strong in stakeholder management, you love the challenge of bringing teams together with C-suite and creating a plan everyone is excited about and understand the need for.
• A design mindset with an eye for detail.
• Group PM / early Product Director ready for full Head of Product‐level ownership of a core customer journey.
• Strong track record on high‐usage consumer products (apps or platforms with large active user bases) where experience and performance really matter.
• Comfortable living in funnels and dashboards, designing experiments and making clear, evidence‐based calls.
• Naturally customer‐obsessed - you care about behaviour, motivation and emotion, not just interface and features.
• Calm in messy environments, good at building relationships, and confident enough to challenge when the customer experience is at risk.

What’s on offer

• Real ownership of a flagship customer experience, with space to grow remit, scope and team as you prove impact.
• A product‐led environment with strong engineering, design and data partners, and the freedom to shape “how we do digital” going forward.
• Salary around £150k (with some flex), meaningful equity and a comprehensive benefits package.