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Digital Customer Experience Lead, London
Client: Hays
Location: London, United Kingdom
Job Category: Other
EU work permit required: Yes
Job Views:
5
Posted:
16.06.2025
Expiry Date:
31.07.2025
Job Description:
With over 30 years of expertise in loyalty, a thriving membership base of over 40 million active users, and partnerships with more than 125 brands, we are a global leader in customer engagement. We enable customers to earn incredible experiences and rewards through our expansive network of partners and proprietary services.
We manage a diverse range of loyalty programs that allow millions of customers to collect and spend rewards annually. Our offerings span various industries, including financial services, retail, and travel. In addition to collaborating with world-class partners, we develop proprietary products and services to enhance the value of our rewards ecosystem.
Job Purpose
As the leader of the Digital Customer Experience team, you will be responsible for shaping and implementing the design strategy for our website and apps. Your role will be crucial in overseeing UX Research, UX Operations, and Content while ensuring a seamless and impactful experience for our users.
Responsibilities
* Define the design vision and strategy for digital platforms, ensuring an exceptional and cohesive customer experience across all digital touchpoints.
* Collaborate with teams managing other customer interactions, such as CRM, contact centres, and partner channels, to refine and enhance the overall customer journey.
* Provide strategic oversight of customer experience and design outputs, ensuring alignment with business objectives and partner needs.
* Establish and enforce customer experience standards, driving performance and continuous improvement.
* Lead the development and expansion of UX Research, UX Operations, and Content strategies, fostering growth and excellence within the team.
* Recruit, mentor, and manage UX Designers as needed, ensuring a high-performing and motivated team.
What We’re Looking For
* A highly experienced leader in digital customer experience, with a strong background in UX design and knowledge of research, Design Ops, and content strategy.
* A results-driven professional with outstanding management skills, capable of steering teams toward impactful outcomes.
* A visionary leader with a deep understanding of how digital experiences contribute to business success.
* A collaborative and influential communicator, skilled at working cross-functionally to drive positive change.
* Experience leading teams within an agile product environment.
* A supportive and empowering manager, passionate about coaching and professional development.
* A commitment to equity, diversity, and inclusion to foster high-performing teams.
* Experience within the travel sector is advantageous.
We are committed to creating an inclusive workplace where diverse perspectives and experiences drive success. Flexible working discussions are welcomed.
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