Head of Digital Customer Experience

Royal London

  • Alderley Edge, Cheshire
  • Permanent
  • Full-time
  • 1 day ago
Head of Digital Customer ExperienceLocation: Alderley parkRecruitment Partner: Helen StokesHybrid WorkingIndustry Leading Benefits packageAbout the RoleWe’re looking for a visionary and strategic leader to join us as Head of Digital Customer Experience. This is a pivotal role responsible for shaping and delivering our customer experience strategy—translating our purpose and Life Stage ambitions into seamless, impactful experiences across digital and non-digital channels.You’ll lead the design and development of customer propositions, champion best practice in experience design, and ensure our initiatives are insight-led, compliant, and aligned to strategic goals.Key Responsibilities
  • Own the strategy for Customer Experience Design, Market & Customer Insight, and Proposition Development.
  • Lead the creation and delivery of end-to-end customer experiences, ensuring consistency and efficiency across life stages and products.
  • Oversee the Design Thinking approach to ideation, testing, and iteration of new concepts.
  • Use data and insight to identify pain points and drive continuous improvement.
  • Collaborate with Customer Lifestage Directors, Product Leads, and Enabling Functions to ensure new ideas are well-informed and tested.
  • Prioritise initiatives based on measurable benefits and strategic alignment.
  • Ensure all changes meet compliance and conduct risk requirements, supporting intended customer outcomes.
  • Provide strong leadership to the team, fostering capability, clarity, and engagement.
About You
  • Proven experience in customer experience strategy, proposition development, and insight-led design.
  • Deep understanding of Design Thinking, customer journey mapping, and market best practice.
  • Proven expertise in Customer Experience- Digital
  • Strong leadership skills with the ability to inspire and influence across functions.
  • Commercially astute with a passion for delivering exceptional customer outcomes.
  • Excellent stakeholder management and communication skills.
  • Experience working in financial services or regulated environments and managing conduct risk.
Why Join Us?You’ll be part of a purpose-driven organisation that puts customers at the heart of everything we do. We offer a collaborative culture, flexible working, and opportunities to shape the future of customer experience.

Royal London