Head of Customer Experience

Join Travel Counsellors as our Head of Customer Experience and lead the charge in transforming our websites and apps into high-performing, user-centric platforms.

This hands-on role is pivotal in driving engagement, conversions, and commercial impact through best-in-class digital experiences.

As Head of Customer Experience, you'll shape and execute strategies across UX, SEO, CRO, analytics, personalisation, and international site optimisation - balancing innovation with data-driven decision-making.

Working closely with the Product, Tech, and Marketing teams, you’ll ensure every digital touchpoint aligns with our commercial goals and delivers for users across all markets.

• Own and optimise website/app performance, structure, and journeys
• Drive UX and CRO improvements through A/B testing and insight
• Lead SEO strategy, analytics, and attribution modelling
• Build digital capability across teams and integrate new Martech
• Personalise content and enhance global/local experiences
• Collaborate with internal teams and agencies to deliver impact

·       Competitive salary + annual bonus

·       Flexible hybrid working

·       Career development opportunities

·       25 days holiday (increasing to 28 after 5 years)

·       Enhanced Maternity/Paternity pay

·       1 day paid charity day

·       Company events and incentives

·       3x salary death in service benefit

·       Pension scheme

·       Private Medical Insurance or Healthcare Cash Plan

·       Free breakfast and beverages

• Proven digital experience in UX, CRO, SEO, analytics, & innovation
• Skilled in GA4, GTM, A/B testing, and attribution modelling
• Agile mindset and hands-on execution style
• Commercial acumen with a focus on results and user needs
• Strong stakeholder and cross-functional leadership

Apply for this Head of Customer Experience role today!