Senior Digital Experience Director

18 hours ago


Uxbridge, United Kingdom giffgaff | Certified B Corp Full time
Company Overview

giffgaff | Certified B Corp is a telecoms company that prioritizes flexibility, value, and mutual good. Our mission is to provide a unique mobile experience for our customers, leveraging a collaborative approach to understand their needs.

Job Description

The Head of Member Support Transformation plays a crucial role in shaping the relationship between giffgaff and its members. This position manages the Help & Support and Community functions, ensuring seamless integration of both perspectives to create a comprehensive understanding of the member experience.

This role will be a passionate advocate of the consumer voice, working closely with the team to identify and resolve issues at their root cause, reducing member effort, and increasing engagement, loyalty, satisfaction, and NPS across all touchpoints.

Key responsibilities include collaborating with the Help & Support Product team to deploy new platforms, demonstrating a deep understanding of audience segmentation and evolving service expectations, and leading improvements in the ecosystem to ensure a high standard of help delivery and reduced member effort.

Foster great relationships with internal teams, support business readiness, and drive change management initiatives. The ideal candidate will have a proven track record of delivering transformation across digital service models, sector-leading satisfaction, and strong commercial acumen.



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