Head of Experience

JOB TITLE: Head of Experience
LOCATION: London / Hybrid (3 days in office)
SALARY: £65,000 per annum
WAY OF WORKING: Full Time | Permanent | Hybrid

THE BUSINESS:
A purpose-driven organisation with a global footprint, delivering digital products and community experiences that support innovation, learning, and impact. With a growing user base and strong organisational mission, this is a team where experience design plays a central role in shaping the future.
They’re now hiring a Head of Experience to lead the strategy and execution of engaging, inclusive and seamless user journeys across platforms and communications touchpoints.

THE HEAD OF EXPERIENCE OPPORTUNITY:
This is a leadership role focused on creating and scaling meaningful end-to-end experiences for a wide and diverse user base. You’ll head up a multidisciplinary team working across digital platforms, lifecycle communications, and community engagement.
You’ll use design thinking, data, and creativity to turn insight into action — improving onboarding, boosting engagement, and increasing retention.

KEY RESPONSIBILITIES:

• Lead user and experience design across the full user journey
• Oversee all lifecycle communications including onboarding, engagement and renewals
• Run research and testing to identify pain points and validate new experiences
• Manage online platforms and digital communities to ensure consistency and impact
• Lead and support a team of Data, community and CRM specialists
• Define and implement design principles, processes, and experience benchmarks
• Partner with data teams to track effectiveness and adjust strategies accordingly
• Champion inclusive design and accessibility throughout the organisation

YOUR KEY SKILLS:
Required Skills & Experience:

• Expert knowledge of user-centred design, journey mapping, prototyping, and testing
• Experience leading experience design across complex digital ecosystems
• Strong cross-functional leadership, team development and stakeholder management
• Background in lifecycle communications and digital engagement strategy
• Proven ability to drive outcomes like satisfaction, retention, or NPS uplift
• Clear communicator with commercial awareness and strategic mindset
• Deep commitment to inclusive design and accessibility standards

Desirable:

• Experience in a digital, platform-based, or community-driven environment
• Exposure to CRM tools, automation platforms or online service design

This is a unique opportunity to shape experiences that reach thousands globally- and lead a talented, mission-aligned team committed to making a difference.
Apply now to drive meaningful change through design.