About the Role

We are looking for a Senior Director, Customer Experience, Strategy & Insights to lead the future of how customers discover, engage with, and stay loyal to our multi‑brand ecosystem. In this highly strategic role, you will own the experience strategy, UX vision, and customer insights capabilities that shape what we build next.

You will lead a team spanning UX, Customer Insights, and Experience Strategy, translating customer research, behavioural data, and journey performance into clear, actionable product capability priorities. You’ll be a key partner to Product, Commercial, Marketing, and Engineering—ensuring the customer’s voice and commercial outcomes guide every major decision.

What You’ll Lead

·     Experience Strategy – Define and evolve across‑brand experience strategy aligning user needs and business outcomes.

·     Customer Insights & Behavioural Research – Lead discovery/validation research and synthesize qual/quant data.

·     UX Strategy & Experience Design – Oversee UX strategy and ensure cohesive cross‑channel experiences.

·     Experimentation & Continuous Learning –Champion a testing culture and partner on high‑impact experiments.

·     Cross‑Functional Influence – Partner closely with Product, Growth, Engineering, and Marketing leaders.

What Success Looks Like

·     A clear experience strategy adopted cross‑functionally.

·     Customer insights embedded in roadmap decisions.

·     Improved customer outcomes across engagement, conversion, and retention.

·     Strong experience framework adoption across teams.

·     Enhanced organizational maturity around customer‑centric decision‑making.

Who You Are

·     10–15+ years in Experience Strategy, UX, Customer Insights, CX, or Product Strategy.

·     Proven ability to shape product direction through insights and experience strategy.

·     Strong leader of UX and Research teams.

·     Expert in connecting customer needs, behaviours, and commercial outcomes.

·     Skilled in complex, multi‑brand or platform environments.

·     Exceptional communicator with a systems mindset.

The Team You Will Lead

·     Director of Customer Insights

·     Director of UX

·     Experience Strategy Lead

·     Analysts, Researchers, and Experimentation specialists (growing team)

Why This Role Matters

You will shape what the business builds next - ensuring we continue to deliver experiences that are loved by customers, commercially impactful, and scalable across a white‑label, multi‑brand environment. This is a rare opportunity to lead the intersection of insights, UX, experience strategy, and product influence at enterprise scale.

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