Head of Customer Experience

Who are OnBuy?Making sure you fit the guidelines as an applicant for this role is essential, please read the below carefully.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.All achievements we are very proud of, but we don't let that go to our head. We are all laser focused on our mission and understand the huge joint effort ahead of us needed to succeed.Working at OnBuyWe are a team of driven and motivated people who thrive when working at pace. To succeed at OnBuy you need to take charge and fully own your responsibilities, rolling your sleeves up when needed to 'get it done'. Working at OnBuy you are surrounded by so much opportunity, but you must possess the ability to stay focused and prioritise ruthlessly. Most importantly, you will thrive in an ever-changing environment as we are constantly evolving.At OnBuy, you're not just a number or another cog in a machine. We are creating something really special, and you have the opportunity to affect meaningful change and have your voice heard. We are a close team, who have the opportunity to learn and grow as OnBuy evolves.About the RoleThe Head of Seller Experience owns the end-to-end Seller Journey and the commercial success of our seller base. You will define and deliver a strategy that makes it effortless and rewarding for sellers to onboard, trade, grow and thrive on our marketplace. This role leads our Seller-side Product Owners and partners across all aspects of our business to design intuitive seller experiences, unlock trading performance and ensure sellers maximise their success on our platform.You will combine insight, design, commercial analysis and automation to drive simplicity, trust and measurable trading outcomes. You will champion the seller, create frictionless journeys and ensure our platform evolves in line with seller needs and marketplace opportunity. This is a strategic, insight-led and outcome-focused leadership role balancing Product Ownership, CX excellence and commercial growth.Sellers are the beating heart of our marketplace. You will be the engine force that enables them to join, trade and scale with confidence. Through experience innovation, commercial discipline and insight-led leadership, you will shape the future of our marketplace and unlock sustainable global growth.Key ResponsibilitiesStrategy & LeadershipOwn the Seller Experience and Growth strategy across onboarding, trading, performance, and solutionsLead and coach Product Owners and Seller Experience teams, ensuring clarity of vision, prioritisation, and deliveryChampion data-driven decision-making, design thinking, and behavioural insights as core leversEmbed a culture of seller obsession and outcome-focused executionJourney Ownership & Proposition DevelopmentTake ownership of the end-to-end Seller Journey, removing friction at every lifecycle stageConduct journey mapping, research, and insight to create intuitive, scalable, and trust-building experiencesTranslate seller insights into clear propositions, product direction, and delivery prioritiesPartner with Technology to ensure platform maturity, reliability, and continuous improvementCommercial & Trading PerformanceDrive seller lifecycle performance across activation, time to first sale, growth, retention, and satisfactionCollaborate with BI to build dashboards tracking seller performance, GMV contribution, and marketplace dynamicsIdentify opportunities in pricing, content, competitiveness, and assortmentDefine and implement segmentation strategies to tailor support and experience to seller value and potentialAutomation & Operating Model EvolutionLead automation and AI workflows to enable scalable, proactive seller support and trading interventionsBuild digital-first seller management frameworks with targeted high-touch engagement where it mattersWork cross-functionally to resolve systemic barriers and trading blockers quicklyVoice of Seller & Insight SystemsCreate and scale a Voice of Seller program with real‑time feedback loops and structured reportingConvert insights into clear actions, backlog prioritisation, and product decisionsDeliver behavioural and journey‑level improvements through evidence‑based experimentation and test‑and‑learn approachesCross-Functional InfluenceAct as the strategic champion for sellers across leadership forumsEnsure alignment and coordination of initiatives across all business areasBring sharp narrative storytelling and data-led influence to senior decision‑making environmentsRequirementsProven experience shaping seller, merchant or partner ecosystems in marketplaces or high growth eCommerceStrong product, CX and proposition thinkingCommercial and trading rigour, supported by data literacy and analytical capabilityExperience driving automation and scalable service modelsDeep empathy for sellers and passion for intuitive, empowering experiencesAbility to influence and inspire cross functional teams and senior leadersHigh intellectual curiosity, problem solving capability and an outcome obsessionBenefitsThe salary on offer for this role is up to £90,000 per annum depending on experience.We also offer the following benefits:Company equity – we offer you company equity, giving you a piece of the business we are all building25 days annual leave + Bank Holidays1 extra day off for your BirthdayEmployee Assistance ProgrammePerks at Work benefit platformOpportunities for career development and progressionPlus 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.Our CommitmentOnBuy is an equal opportunities employer. xpwpeyx 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.The role is based from either our Manchester or Bournemouth Office with 2-3 days in the office.#J-18808-Ljbffr