DIGITAL PRODUCT & EXPERIENCE DIRECTOR

Reporting to: Chief Digital & Technology Officer / CIO
Level: Director / Senior Director
 

ROLE PURPOSE

The Digital Product & Experience Director will lead the complete customer facing digital product and experience function across web, mobile applications, marketplace journeys and omnichannel services.

This is not a standalone Product Manager position. The successful candidate must have already led an end to end function covering digital product management, customer experience, UX and UI, content, business analysis, product information, analytics and delivery alignment.

The role will translate commercial and customer strategy into a clear digital roadmap, improved customer journeys and measurable business results across conversion, engagement, retention, customer satisfaction and delivery performance.

 

KEY RESPONSIBILITIES

Digital product strategy

• Define and lead the digital product vision and roadmap across web, mobile, marketplace and omnichannel platforms.

• Establish clear product priorities based on customer needs, commercial value, operational impact and technology readiness.

• Own the product discovery, prioritisation and governance process.

• Define product objectives, success measures and performance reporting.

Customer experience and UX

• Lead the design and continuous improvement of customer journeys across search, browse, product discovery, checkout, account management, fulfilment, after sales and customer service.

• Lead UX research, UI design, prototyping, usability testing and design system governance.

• Identify customer pain points and convert them into prioritised product and experience improvements.

• Ensure a consistent customer experience across digital, stores, customer service and operational touchpoints.

Business analysis and delivery readiness

• Ensure business requirements are translated into clear journey maps, process flows, user stories, acceptance criteria and functional specifications.

• Establish a structured intake and discovery process for new digital initiatives.

• Work closely with engineering, QA, cybersecurity, infrastructure, PMO, data teams and external partners.

• Reduce ambiguity, rework and delays by ensuring initiatives are properly defined before development begins.

Content and product information

• Lead digital content standards, UX writing, microcopy, product naming, taxonomy and customer facing product information.

• Partner with commercial, merchandising, marketing and PIM teams to improve product pages, navigation, filters, search and product discoverability.

• Establish content governance that balances speed, accuracy, brand consistency and customer clarity.

Analytics and optimisation

• Track and improve conversion, average order value, retention, checkout completion, search performance, abandoned baskets and customer satisfaction.

• Establish an experimentation roadmap using A/B testing, personalisation, segmentation, behavioural analytics and customer feedback.

• Use performance data and customer insight to prioritise product investment.

• Present clear performance updates, business cases and recommendations to senior leadership.

Innovation and AI

• Identify practical opportunities to use AI and automation across search, personalisation, content creation, customer support, product discovery and internal productivity.

• Assess emerging digital capabilities and determine where they can deliver measurable customer or commercial value.

Leadership and operating model

• Lead and develop teams across product management, product design, UX, content, business analysis and related disciplines.

• Define the structure, responsibilities, capability requirements and performance expectations of the function.

• Build an effective working model across Digital, Technology, Commercial, Marketing, Customer Experience, Operations, Data and AI teams.

• Create a culture of ownership, collaboration, delivery discipline and continuous improvement.

ESSENTIAL EXPERIENCE

• At least 10 years of experience across digital product management, e-commerce, customer experience, UX or digital transformation.

• At least five years leading teams and managing senior product, design, analysis or customer experience professionals.

• Proven responsibility for an end to end digital product and experience function.

• Experience managing customer facing web and mobile platforms at significant scale.

• Strong knowledge of product strategy, roadmap management, product discovery, agile delivery and product lifecycle management.

• Strong understanding of UX research, UI design, customer journey mapping, usability testing and design systems.

• Experience managing business analysis, requirements and delivery readiness.

• Commercial understanding of conversion, retention, average order value, customer acquisition, customer satisfaction and digital revenue.

• Strong stakeholder leadership across business and technology functions.

• Excellent English communication and executive presentation skills.

PREFERRED BACKGROUND

Candidates are likely to come from one or more of the following sectors:

• Retail

• E-commerce

• Online marketplaces

• Omnichannel consumer businesses

• Fintech

• Telecommunications

• Consumer services

• High traffic digital platforms

SUCCESS MEASURES

• Digital revenue and conversion improvement

• Increased customer engagement and retention

• Improved search, browse and checkout performance

• Improved customer satisfaction and journey completion

• Faster and more predictable product delivery

• Reduced requirement gaps, rework and delivery delays

• Increased product adoption and content accuracy

• Development of a stronger product, design and experience team

 

IMPORTANT APPLICATION CRITERIA

This position requires someone who has already led the complete digital product and experience agenda.

Candidates whose experience is limited to managing individual products, features or workstreams will not be suitable.