Overview
This role leads Medivet’s digital transformation programme – defining and delivering the operating model, capabilities and technology-enabled experiences required to create a sector leading end-to-end digital experience.
Head of Digital Experience
Location: UK (Watford Support Centre 2-3 days a week)
Reports to: Marketing Director
Team: Digital Experience
The Head of Digital Experience is accountable for owning and evolving the digital end-to-end client experience across key digital touch points, ensuring seamless end-to-end digital journeys and client experience across the full pet lifecycle. Our ambition is to build a sector leading digital experience, setting the standard for how pet owners discover, choose and experience veterinary care. You’ll lead Medivet’s digital transformation programme – defining and delivering the operating model, capabilities and technology-enabled experiences required to create a sector leading end-to-end digital experience. This role ensures customers and their pets can live their best lives together by delivering seamless, data-driven, personalized and automated digital experiences across:
* Website & digital platforms
* Search – SEO, GEO (LLM/AIO)
* CRM & lifecycle journeys and comms
What You’ll Do
* Own the end-to-end digital customer experience strategy across digital channels.
* Define how digital journeys connect seamlessly with physical clinical experiences – booking, visit, treatment, follow-up, retention and reactivation.
* Own the website strategy, UX, architecture and performance and lead the website optimisation roadmap (CRO, UX testing, personalisation).
* Partner with Technology to evolve website CMS/DXP (Optimizely, headless capabilities, integrations).
* Lead the “Search” growth strategy across traditional SEO, Local SEO & Google Business, Generative Engine Optimisation (GEO), and LLM search visibility (ChatGPT, Perplexity, Google AI Overviews).
* Own the CRM strategy, lifecycle journeys and communications execution.
* Define and lead Medivet’s AI strategy across its digital experience and CRM.
* Embed Data, Personalisation & Performance across all digital touchpoints.
* Lead Medivet’s digital test-and-learn agenda, embedding experimentation across website, CRM, booking journeys, content and personalisation.
* Lead and develop a high-performing digital experience team.
* Work cross-functionally with Marketing, Analytics, Technology, Operations.
What You’ll Bring
* Senior digital leadership experience in multi-site, consumer-facing organisations.
* Proven experience leading end-to-end digital transformation programmes including operating model, capability build and technology evolution.
* Hands-on leadership of website, CRM and customer journey transformation delivering measurable outcomes.
* Experience applying AI and data-led decisioning to drive growth and personalisation.
* Comfortable operating at both strategic level and hands-on delivery.
* Experience leading CMS/DXP environments (Optimizely desirable).
* Strong understanding of Local SEO, Generative search optimisation (GEO), and AI search environments & LLM behaviour.
* Deep CRM strategy, lifecycle journeys and comms marketing expertise (CRM Microsoft Dynamics desirable).
Why Medivet
Joining Medivet means becoming part of a nationwide community that puts care at the heart of everything we do. You\'ll work with a collaborative, people-first team where your expertise will be valued and your work will make a genuine impact on the lives of our colleagues and the animals they care for.
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