Head of Customer Experience

TN United Kingdom; Manchester; Hybrid; GBP 60,000 - 100,000; Full time

Job summary

Join a forward-thinking company as the Head of Customer Experience, where you'll lead the transformation of digital platforms into user-centric experiences. In this pivotal role, you will drive engagement and conversions through innovative strategies across UX, SEO, and analytics. Collaborating with cross-functional teams, you'll ensure every digital touchpoint aligns with commercial goals while enhancing user satisfaction. If you have a passion for creating impactful digital experiences and possess strong leadership skills, this is the perfect opportunity to make a significant impact in a rapidly expanding organization.

Benefits

Competitive salary + annual bonus

Flexible hybrid working

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

Qualifications

• Proven digital experience in UX, CRO, SEO, and analytics.
• Agile mindset with strong stakeholder leadership.

Responsibilities

• Own and optimise website/app performance and user journeys.
• Drive UX and CRO improvements through A/B testing.

Skills

UX Design

CRO

SEO

Analytics

Personalisation

A/B Testing

GA4

GTM

Stakeholder Management

Tools

Google Analytics 4

Google Tag Manager

Job description

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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.

What You’ll Do

• 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
• 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!

About Company

At Travel Counsellors, our customers, communities, and colleagues are at the heart of everything we do. For over 30 years, we've empowered 2,100+ independent travel agents worldwide, helping them build successful businesses while providing deeply personal, human connections with their customers. Supported by a talented team of over 400 people in our Support Offices, we create unique travel experiences that keep customers coming back. Named the Best Place to Work in Travel (2022) and ranked in the Sunday Times Best Places to Work (2023 & 2024), we’re expanding rapidly and looking for exceptional individuals to join our Head Office team.

DE&I

Travel Counsellors is an equal opportunity employer committed to diversity and inclusion. We welcome applicants from all backgrounds and do not discriminate based on race, gender, disability, or any protected characteristic. We provide accommodations for individuals with disabilities throughout the hiring process. We believe diverse perspectives strengthen our team and encourage all to apply.

For more information about this role – and others – at Travel Counsellors, please do not hesitate to contact the Talent Acquisition team at [emailprotected]

· Competitive salary + annual bonus

· Flexible hybrid working

· 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