Head of Customer Experience
3 days ago
OnBuy are an online marketplace who are on a mission of being the best choice for every customer, everywhere.
We have recently been named one of the UK's fastest-growing tech companies in the Sunday Times 100 Tech list.
At OnBuy, you're not just a number or another cog in a machine. We are a close team, who have the opportunity to learn and grow as OnBuy evolves.
The Head of Buyer Experience is accountable for defining and elevating the end-to-end Buyer Experience across our Cashback Marketplace. This role leads our Buyer Domain Owners (Product Owners) and sets the holistic 3-year growth strategy and priorities for Buyer journeys across Cashback & Loyalty, Discovery & Choose, Checkout & Payment and Post-Purchase Experience.
You will champion the Voice of Buyer and ensure our plans are fueled by data, insight, and behavioural understanding. This is a strategic, customer-led and experience-led leadership role focused on design, insight, and outcome delivery.
You will be the engine force that transforms how buyers discover, shop and return. This role shapes the future of how millions of buyers experience our marketplace and creates the foundation for sustainable growth, trust and long-term loyalty.
Lead Buyer Experience Strategy – Own the roadmap and vision, aligning with company growth goals.
Drive Conversion & Personalisation – Apply CRO methodologies, optimise funnels, and create tailored buyer journeys.
Design Exceptional Experiences – Manage end-to-end buyer journeys, ensuring seamless, inclusive, and trust-building interactions. Partner with Design, Engineering and Brand to deliver world-class UX/UI.
Champion Mobile & Omnichannel – Optimise experiences across web, app, and integrated online/offline touchpoints.
Leverage Data & Insight – Use dashboards, A/B testing, and behavioural analysis to improve conversion, retention, and loyalty.
Enhance Retention & Loyalty – Shape post-purchase engagement and cashback experiences that build trust and long-term relationships.
Influence at All Levels – Act as the strategic buyer champion, embedding buyer-first thinking across teams and senior forums.
Strong understanding of UX principles, usability testing, buyer psychology and journey mapping
Experience with personalisation, segmentation and dynamic experience delivery
Strong analytical capability across AOV, abandonment, funnel drop-off, retention and buyer LTV
Familiarity with analytics platforms, A/B testing tools, CX platforms and SEO/SEM impact on experience
Demonstrated ability to link experience improvements to commercial impact, revenue and ROI
Successful leadership of cross-functional teams with a bias for clarity, alignment and delivery
The salary on offer for this role is upto £90k depending on experience.
Company Equity- In return for helping us to grow, we’ll offer you company equity, meaning you own a piece of this business we are all working so hard to build.
~25 days annual leave + Bank Holidays
~1 extra day off for your Birthday
~ Employee Assistance Programme
~ Opportunities for career development and progression
We are dedicated to creating a fair and transparent workforce, starting with a recruitment process that does not discriminate on the basis of gender, sexual orientation, marital or civil partnership status, pregnancy or maternity, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability, or age.
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