Senior Digital Customer Experience Lead

SENIOR CUSTOMER EXPERIENCE MANAGER

UP TO £70,000 + BONUS LONDON - 2 DAYS A WEEK IN OFFICE

Please note: you must have full UK right to work and be able to commute to central London twice per week.

ABOUT THE BUSINESS

This global lifestyle organisation is undergoing a major transformation of its digital customer experience, investing heavily in modernising journeys, personalisation, and product optimisation across its ecommerce platforms. Operating internationally, the business is well-established yet highly ambitious, with a growing focus on elevating the end-to-end experience across all digital touchpoints.

Customer Experience has recently been repositioned as a standalone strategic function, responsible for shaping how millions of customers browse, discover, purchase, and engage online.

THE TEAM

You'll join the Customer Experience team, reporting into a Director who leads global and regional CX strategy. The team partners closely with Product, Technology, UX, Trading, and Analytics to identify friction, define improvements, and deliver best-in-class digital journeys.

You will lead two experienced managers, overseeing optimisation, site features, internal search, journey enhancements, and A/B testing - supported by a wider network of analysts, UX designers, and engineering teams.

The digital product organisation is structured into four customer flow areas: Inspiration, Discovery, Cart & Checkout, and Post-Purchase. You'll own 1-2 of these streams, representing business needs and helping shape the roadmap.

THE ROLE

This is a senior, hands-on position responsible for elevating the digital customer experience across key product streams. You'll combine user insight, experimentation, and commercial awareness to deliver meaningful improvements to journeys, features, and site performance.

You will play a central role in ideation, requirements gathering, testing, UAT, and post-launch validation - partnering with Tech, Product, UX, and global/regional stakeholders to bring enhancements to life.

Key responsibilities include:

Customer Journey & Optimisation

• Own end-to-end CX for selected digital product areas.

• Identify friction points and champion solutions with Product/Tech teams.

• Ensure site functionality, features, and promotional components perform as intended.

• Represent the business throughout discovery, design reviews, and release cycles.

Data & Voice of Customer

• Analyse NPS, qualitative feedback, and digital metrics to surface issues and opportunities.

• Deliver clear, data-led insights on customer impact and commercial performance.

• Collaborate with analytics to influence content, merchandising, and product priorities.

Experimentation & Testing

• Lead the A/B testing programme across journeys and features.

• Review UX designs and create robust business requirements for enhancements.

• Oversee UAT, QA, and post-launch validation of new features.

• Partner across UX, engineering, and analytics to drive a structured optimisation roadmap.

Leadership & Collaboration

• Manage and develop two managers plus their supporting teams.

• Confidently challenge and influence senior stakeholders at global and regional levels.

• Align CX efforts with Product, Trading, UX, CI/Analytics, and other cross-functional groups.

SKILLS & EXPERIENCE REQUIRED

• Strong digital or ecommerce background

• Proven experience delivering journey improvements, A/B tests, and product optimisations.

• Deep understanding of digital CX principles and high-quality user journeys.

• Confident communicator able to influence, challenge, and guide stakeholders.

• Hands-on experience with experimentation platforms, CRO tools, analytics, UAT, and VoC insight.

• People management experience with a focus on coaching, collaboration, and team development.

WHY APPLY?

• Drive the digital customer experience for a globally recognised consumer brand.

• Own meaningful product streams with the autonomy to shape their direction.

• Lead talented managers while influencing senior stakeholders across regions.

• Join a forward-thinking, digitally focused environment where optimisation, experimentation, and continuous improvement are at the heart of decision-making.