Join Travel Counsellors as our Head of Customer Experience and lead the charge in transforming our websites and apps into high-performing, user-centric platforms.
This hands-on role is pivotal in driving engagement, conversions, and commercial impact through best-in-class digital experiences.
About the Role
As Head of Customer Experience, you'll shape and execute strategies across UX, SEO, CRO, analytics, personalisation, and international site optimisation - balancing innovation with data-driven decision-making.
Working closely with the Product, Tech, and Marketing teams, you'll ensure every digital touchpoint aligns with our commercial goals and delivers for users across all markets.
What You'll Do
* Own and optimise website/app performance, structure, and journeys
* Drive UX and CRO improvements through A/B testing and insight
* Lead SEO strategy, analytics, and attribution modelling
* Build digital capability across teams and integrate new Martech
* Personalise content and enhance global/local experiences
* Collaborate with internal teams and agencies to deliver impact
Benefits
* Competitive salary + annual bonus
* Flexible hybrid working
* Career development opportunities
* 25 days holiday (increasing to 28 after 5 years)
* Enhanced Maternity/Paternity pay
* 1 day paid charity day
* Company events and incentives
* 3x salary death in service benefit
* Pension scheme
* Private Medical Insurance or Healthcare Cash Plan
* Free breakfast and beverages
Essential Skills
* Proven digital experience in UX, CRO, SEO, analytics, & innovation
* Skilled in GA4, GTM, A/B testing, and attribution modelling
* Agile mindset and hands-on execution style
* Commercial acumen with a focus on results and user needs
* Strong stakeholder and cross-functional leadership
Apply for this Head of Customer Experience role today!
About Company
At Travel Counsellors, our customers, communities, and colleagues are at the heart of everything we do. For over 30 years, we've empowered 2,100+ independent travel agents worldwide, helping them build successful businesses while providing deeply personal, human connections with their customers. Supported by a talented team of over 400 people in our Support Offices, we create unique travel experiences that keep customers coming back. Named the Best Place to Work in Travel (2022) and ranked in the Sunday Times Best Places to Work (2023 & 2024), we're expanding rapidly and looking for exceptional individuals to join our Head Office team.
DE&I
Travel Counsellors is an equal opportunity employer committed to diversity and inclusion. We welcome applicants from all backgrounds and do not discriminate based on race, gender, disability, or any protected characteristic. We provide accommodations for individuals with disabilities throughout the hiring process. We believe diverse perspectives strengthen our team and encourage all to apply.
For more information about this role - and others - at Travel Counsellors, please do not hesitate to contact the Talent Acquisition team at
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