Head of Digital Customer Experience
Posted 2 days 9 hours ago by Royal London
Date: 3 Sept 2025
Company: Royal London Group
Head of Digital Customer ExperienceHybrid Working
Industry Leading Benefits package
About the RoleWe're looking for a visionary and strategic leader to join us asHead 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 forCustomer Experience Design,Market & Customer Insight, andProposition Development.
- Lead the creation and delivery of end-to-end customer experiences, ensuring consistency and efficiency across life stages and products.
- Oversee theDesign Thinkingapproach 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.
- Proven experience in customer experience strategy, proposition development, and insight-led design.
- Deep understanding ofDesign Thinking, customer journey mapping, and market best practice.
- 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.
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.