Head Of Digital Innovation & Customer Experience
- International retail company
- Career progression, competitive salary package and hybrid work set up
About Our Client
Our client is a leading retail services organisation with a strong market presence and a loyal customer base across multiple channels. As part of its next phase of growth, the organisation is driving a customer-centric transformation agenda focused on innovation, digital enablement, and operational excellence.
Job Description
- Define and execute the digital innovation and customer experience strategy.
- Lead the redesign and optimisation of end-to-end customer journeys.
- Drive omnichannel initiatives to improve customer engagement and satisfaction.
- Identify and implement emerging technologies that enhance customer and business outcomes.
- Champion CRM, loyalty, and personalisation programmes to strengthen customer relationships.
- Utilise customer insights, analytics, and feedback to inform strategic decisions.
- Lead process digitisation and automation initiatives across key business functions.
- Partner with cross-functional teams to deliver transformation projects and change initiatives.
- Establish and monitor KPIs to measure customer experience, digital adoption, and business performance.
- Manage external partners and vendors to ensure successful delivery of transformation priorities.
The Successful Applicant
- Demonstrated experience leading digital transformation, innovation, or customer experience initiatives within a consumer-facing organisation.
- Strong understanding of customer journey design, CRM, loyalty, and omnichannel engagement strategies.
- Proven track record of delivering large-scale transformation programmes with measurable results.
- Strong stakeholder management skills with the ability to influence senior leaders and cross-functional teams.
- Commercially minded with strong analytical, strategic thinking, and change leadership capabilities.
What's On Offer
- Opportunity to shape the future customer experience and digital strategy of a leading retail services organisation.
- High-impact leadership role with significant visibility and influence across the business.
- Competitive salary & benefits package.
Contact: Lyca Arellano
Quote job ref: JN-082026-7080056 
