Head Of Digital Customer Experience

Company Description

Post Office Insurance is a customer centric organisation dedicated to providing exceptional service through its extensive network, innovative products, and marketing expertise. As a wholly owned subsidiary of the Post Office, we inherit a legacy of trust and a history spanning over 300 years. We are committed to evolving with our customers, enhancing both digital and in-store experiences to meet their changing needs. With a focus on future growth and sustainability, we aim to deliver essential services for generations to come. Together, we strive to shape a thriving business while honoring the iconic Post Office brand.

Purpose

The Head of Digital Experience is responsible for developing and executing a customer-centric digital experience strategy that aligns with regulatory requirements, brand values and commercial goals. 

The Head of Digital Customer Experience is required to proactively participate in the development and delivery of functional strategy and commercial objectives, always modelling appropriate leadership behaviours and demonstrating a customer first mindset. 

Role Accountabilities include:

• Lead the strategy, development and delivery of digital engagement products, enhancing user experience and driving income.
• Act as the link between marketing, product and development teams, delivering results aligned to growth, customer engagement, compliance and revenue targets.
• Develop and maintain a digital product roadmap identifying growth opportunities through technology, channels or partnerships.
• Lead performance across paid search, paid social, SEO, CRO and email, managing both internal teams and external partners to deliver required outcomes by product
• Lead platform investments, effectively monitoring performance and maximising returns.
• Champion a customer-first mindset across all digital touchpoints, ensuring seamless, personalised, and engaging experiences.
• Monitor emerging digital trends, technologies, and consumer behaviours to inform strategic direction and innovation.
• Use data-driven insights to optimise user journeys across web, mobile, app and social platforms.
• Influence senior stakeholders and present compelling business cases for digital CX investments.
• Drive initiatives that elevate customer feedback into actionable improvements.
• Lead the development of digital personalisation, automation, and AI-driven experiences.
• Any other accountabilities as may reasonably be required

Knowledge, Experience & Skills

Skills and Capabilities

• Compliance and Risk Management

- takes appropriate action to ensure compliance and proactively mitigate risk across all internal governance, regulatory and legal requirements relevant to Post Office Insurance within the function
- Strategic Planning

– proactively develops and implements strategy within the function and wider organisation enabling business growth
- Customer focus

- drives a customer first mindset ensuring that the requirements of Consumer Duty are embedded in functional processes, governance and culture and are at the heart of decision making.
- Commercial acumen

– prioritises investment and effectively utilises resources to maximise shareholder returns
- Effective Leadership

– engages teams in functional strategy, setting clear expectations and embedding a high-performance culture
- Stakeholder management

– able to influence effectively at all levels through timely engagement, communication and development of trusted relationships
- Functional expert

– applies advance knowledge of their own specialism in the context of wider organisational requirements
- Change management

– leads change, driving improvements in organisational performance and culture achieving the buy in of all key stakeholders

Experience and Qualifications

• Qualifications or relevant experience in Agile/Scrum e.g. Certified Scrum Product Owner, UX/CX e.g. Nielsen Norman UX Certification, CXPA Certified Customer Experience Professional and Digital Marketing e.g. CIM, Google Digital Garage, HubSpot Academy desirable
• Strong strategic thinking with the ability to translate customer insights into business impact
• Data-driven decision-making using tools like Google Analytics, Adobe Experience Cloud, or Power BI
• Experience with customer journey mapping, segmentation, and behavioural analysis
• Deep understanding of digital platforms (web, mobile, app, chatbot, social) and omnichannel integration
• Familiarity with UX/UI principles, accessibility standards (e.g. WCAG), and responsive design
• Knowledge of emerging technologies including AI, personalisation engines, automation and digital identity
• Proven leadership of cross-functional teams including UX, product, technology and marketing
• Experience working in agile environments and digital transformation programmes