Head of Digital Experience

Cardiff

Admiral Money is hiring for a Head of Digital Experience to join the team

About Admiral Money

Admiral Money is the dynamic lending arm of Admiral Group, offering personal loans, motor finance, and second charge mortgages since 2017. We're building something special for our customers and are looking for curious, driven individuals ready to learn, take on challenges, and make an impact.

We're proud to be a certified Great Place to Work for over 25 years, with recognition for Women and Wellbeing. Our inclusive culture empowers everyone to Be You.

Enjoy flexible, hybrid working and vibrant office spaces designed for collaboration and connection.

Need support during the recruitment process? Just let us know – we're here to help.

The Role

We're looking for a strategic leader with a strong customer focus, commercial acumen, and analytical mindset. This role contributes to overall P&L performance and drives transformation across digital, product development, data, pricing, marketing, underwriting, and operations—ensuring outstanding customer outcomes.

You'll be a key member of a small, core digital team, helping shape strategy, lead execution, and support others through mentoring and coaching. You'll foster innovation and continuous development.

Customer Journey Ownership & Optimisation

• Lead the design, enhancement, and optimisation of customer journeys across three core financial services products.
• Translate complex journey changes into scalable, developer-free solutions for autonomous implementation by the digital team.
• Take ownership of the customer portal and login processes, ensuring functionality, accessibility, and a seamless user experience.
• Continuously improve journeys using performance data and behavioural insights to enhance satisfaction and reduce friction.
• Oversee all customer feedback metrics, including NPS and Trustpilot.

Digital Compliance & Governance

• Ensure websites and digital platforms maintain up-to-date and compliant cookie policies.
• Implement and manage robust opt-in/opt-out processes across all customer touchpoints.
• Collaborate with legal, data protection, and risk teams to ensure digital communications and journeys meet regulatory standards (e.g., GDPR, FCA).

Leadership & Collaboration

• Lead and support a team of analysts, UX/UI designers, and campaign marketers.
• Promote a collaborative culture that values innovation, compliance, and continuous improvement.
• Represent the customer perspective in cross-functional discussions with Product, IT, Compliance, Legal, and Marketing.

Marketing Campaign Enablement

• Partner with marketing to design and deliver campaigns aligned with customer needs and journey stages.
• Ensure digital journeys are campaign-ready—optimised for acquisition, retention, and cross-sell opportunities.
• Support the delivery of personalised, timely communications that drive measurable outcomes.

Conversion Rate Optimisation (CRO) & Campaign Performance

• Own the conversion optimisation strategy across digital journeys, portals, and lead funnels.
• Collaborate with analytics and marketing teams to test and refine messaging, layout, and calls to action.
• Use A/B testing and analytics tools to continuously improve website and campaign performance.
• Define and report on KPIs for each stage of the customer journey.

If you would like to arrange a POC please reach out to the hiring manager Craig Atter or the Talent Acquisition contact for this position, Eden Davies.

Salary, Benefits and Work-Life Balance

At Admiral, we are proud to be a diverse business where we put our people and customers first. We want you to have an element of freedom to define a working lifestyle that supports this, so we accommodate flexible hours wherever possible. If you have any queries regarding flexible working, you can email your Talent Acquisition colleague here.

Overall package is negotiable dependant on your experience. Due to the sheer variety of opportunities within Admiral, we understand that it can sometimes be confusing as to what "level" of role is being advertised compared to your current job. If you're unsure whether the role can match or better your current package, and would like to talk to us about this, here to email your Talent Acquisition colleague.