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 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 clini c experiences - booking, visit, treatment, follow-up, retention and reactivation. Own the website strategy, UX, architecture and performance and l ead the website optimisation roadmap (CRO, UX testing, personalisation ). Partner with Technology to evolve website CMS/DXP (Optimizely, headless capabilities, integrations). Lead the ‘S earch ’ 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, l ifecycle 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 personali s ation. 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 J oining 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.