Job Description

Summary
Salary: Competitive
Division: Post Office Insurance
Reporting Line: Digital and Marketing Director
Contract Type: Permanent
Location: London / Hybrid
Closing Date:21/10/2025
What to expect
As a Head of Digital Customer Experience, you will join us on our journey and undertake a highly visible role responsible for developing and executing a customer-centric digital experience strategy that aligns with regulatory requirements, brand values and commercial goals.
As a leader in a talented Digital & Marketing team, you will have the opportunity to proactively participate in the delivery of functional strategy and commercial objectives, always modelling appropriate behaviours and demonstrating a customer first mindset.
This role offers you an incredible opportunity to join Post Office Insurance at the start of an ambitious period of growth.
What we can do for you
Now, more than ever, we understand that attracting the right talent is pivotal in driving the positive change needed throughout our organisation. Beyond a competitive salary, we offer a comprehensive benefits package that includes:

• 28 days annual leave that increases with tenure + bank holidays
• Annual Bonus scheme
• Generous pension contribution
• Life assurance
• Full support from our employee assistance programme and access to our employee benefits platform
• Ever-evolving learning and development opportunities

Our commitment to embracing diversity extends beyond just words. We hold the belief that Equity, Diversity, and Inclusion are not just vital but fundamental to our success and growth. As an equal opportunity employer, we value and celebrate the differences among our people, ensuring that our practices reflect our dedication to inclusivity and equal representation for all.
What you'll need to succeed
As the Head of Digital Customer Experience, you will have strong strategic thinking with the ability to translate customer insights into business impact. You will have proven leadership of cross-functional teams including UX, product, technology and marketing. . In addition to this, you will:

• Possess first-class communication skills with the ability to collaborate and influence.
• Data-driven decision-making using tools like Google Analytics, Adobe Experience Cloud, or Power BI
• Deep understanding of digital platforms (web, mobile, app, chatbot, social) and omnichannel integration
• Familiarity with UX/UI principles, accessibility standards (e.g. WCAG), and responsive design
• Knowledge of emerging technologies including AI, personalisation engines, automation and digital identity
• You'll have experience with customer journey mapping, segmentation, and behavioural analysis
• Desireable qualifications or relevant experience in: Agile/Scrum, UX/CX and Digital Marketing

About us
Post Office Insurance (POI) is a specialist insurance business that's a regulated subsidiary of Post Office. Our highly skilled experts work to offer a full range of personal lines insurance products. We cover everything from travel, home, motor, pet and gadgets insurance. With a focus on customer value, we're the UK market leader in travel insurance, selling over one million policies each year.
There is much work to be done in achieving our growth ambitions. We're looking for people that emphasise value and service for our customers, helping us offer innovative and quality insurance products, whilst remaining focused on our purpose and strategic intent.

Skills Required