Job Description
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.