Quality Assurance Lead

We are looking for a collaborative, empathetic and strategically minded Quality Assurance Lead – Digital Platforms & Customer Experience to join our supportive and growing Digital Quality Assurance team (currently 10 QAs and expanding).

Reporting to Technical Operations and Quality Assurance, you will help shape and guide our end-to-end QA strategy, ensuring our digital platforms consistently deliver an excellent and reassuring experience for our customers.

This role blends thoughtful leadership, technical expertise and a calm, proactive approach to quality and risk in a fast-moving, innovation-led environment.

This is a people-focused, cross-functional and strategically important role, not a hands-on testing position. The ideal candidate will be someone who enjoys bringing teams together, supporting change positively and creating environments where quality feels shared, supported and understood.

You will be expected to:

• Balance speed and quality through clear, inclusive decision-making

• Lead transformation initiatives while nurturing a team of 10+ QAs

• Guide vendor partners with supportive but firm quality governance

• Bring a positive, adaptable mindset to a dynamic environment

Hybrid Expectations:

2 days per week in London (flexible)

Here's a taste of what you'll be doing:

• Leading and evolving a thoughtful, risk-based QA strategy across all digital products

• Embedding supportive quality gates, release standards and monitoring/observability practices

• Encouraging and enabling automation at scale using modern frameworks

• Integrating data validation and verification into testing pipelines

• Partnering with third-party vendors to uplift and align on quality

• Coaching, developing and inspiring a high-performing QA team

Are we the perfect match?

• Proven QA leadership experience in a digital-first, agile environment

• Strong test strategy, automation framework and QA architecture capability

• Experience embedding AI-driven and data-informed testing practices

• Comfortable with tools such as Cypress, Playwright, Appium, Cucumber, Applitools and GitLab CI

• Understanding of monitoring, observability and telemetry-driven improvements

• Ability to lead quality across both web and mobile products

Top 3 Must-Have Skills

Strategic QA Leadership

Ability to co-create and deliver enterprise-level QA strategy, embed supportive governance and foster a culture where quality is shared, understood and valued.

Technical QA Mastery, Automation & Data Quality Expertise

Hands-on experience with modern automation frameworks (Cypress, Playwright, Appium, Applitools, GitLab CI, Cucumber) and a strong foundation in data quality and validation.

Stakeholder & Executive Influence

Comfortable building trust with senior stakeholders, translating quality considerations into business outcomes and helping others feel confident in the decisions being made.

All three must-have skills are essential for this role.

Ideal Experience

8–10 years in QA with 3–5 years in senior or lead roles managing teams and guiding strategic quality transformations.

It would be great if you had:

• Experience in customer-facing, regulated or high-scale industries

• Familiarity with Braze, content platforms or headless CMS

• Exposure to accessibility testing and service design

• Experience working with vendor SLAs and external delivery partners

• Understanding of advanced automation environments (e.g., mock servers)

• Experience using data to guide and shape quality decisions

• Experience in regulated or large-scale digital environments (energy, fintech, telco)

• Experience integrating AI-driven testing, monitoring and observability