Head of Customer Experience (Buyer experience)

OnBuy; Bournemouth; On-site; GBP 76,000 - 90,000; Full time

Job summary

A leading online marketplace in Bournemouth is seeking a Head of Buyer Experience to elevate buyer experiences across their platform. The ideal candidate will have a proven track record in eCommerce, strong leadership skills, and a hands-on approach to driving conversion and personalisation. A strong analytical mindset and deep empathy for customer experience are essential. The role offers a salary up to £90k and includes benefits like company equity and generous leave.

Benefits

Company equity

25 days annual leave + Bank Holidays

1 extra day off for your Birthday

Employee Assistance Programme

Career development opportunities

Qualifications

• Proven track record leading Experience or Growth in eCommerce.
• Hands-on experience with CRO and conversion optimisation.
• Strong understanding of buyer psychology and journey mapping.

Responsibilities

• Own the roadmap and vision for Buyer Experience strategy.
• Coach domain owners to deliver impactful results.
• Drive conversion and create tailored buyer journeys.

Skills

Experience in B2C/D2C eCommerce or marketplaces

CRO frameworks

UX principles

Analytics platforms

Mobile and omnichannel experience

Job description

Who are OnBuy?

OnBuy are an online marketplace who are on a mission of being the best choice for every customer, everywhere.

We have recently been named one of the UK's fastest-growing tech companies in the Sunday Times 100 Tech list.

All achievements we are very proud of, but we don't let that go to our head. We are all laser focused on our mission and understand the huge joint effort ahead of us needed to succeed.

Working at OnBuy

We are a team of driven and motivated people who thrive when working at pace. To succeed at OnBuy you need to take charge and fully own your responsibilities, rolling your sleeves up when needed to 'get it done'. Working at OnBuy you are surrounded by so much opportunity, but you must possess the ability to stay focused and prioritise ruthlessly. Most importantly, you will thrive in an ever-changing environment as we are constantly evolving.

At OnBuy, you're not just a number or another cog in a machine. We are creating something really special, and you have the opportunity to affect meaningful change and have your voice heard. We are a close team, who have the opportunity to learn and grow as OnBuy evolves.

About the Role

The Head of Buyer Experience is accountable for defining and elevating the end-to-end Buyer Experience across our Cashback Marketplace. This role leads our Buyer Domain Owners (Product Owners) and sets the holistic 3-year growth strategy and priorities for Buyer journeys across Cashback & Loyalty, Discovery & Choose, Checkout & Payment and Post-Purchase Experience.

You will champion the Voice of Buyer and ensure our plans are fueled by data, insight, and behavioural understanding. With deep empathy and strong product thinking, you will work cross-functionally to design frictionless experiences, shape proposition direction and deliver measurable improvements in conversion, trust, satisfaction and lifetime value. This is a strategic, customer-led and experience-led leadership role focused on design, insight, and outcome delivery.

You will be the engine force that transforms how buyers discover, shop and return. This role shapes the future of how millions of buyers experience our marketplace and creates the foundation for sustainable growth, trust and long-term loyalty.

What You’ll Be Responsible For

• Lead Buyer Experience Strategy – Own the roadmap and vision, aligning with company growth goals.
• Coach and Inspire Teams – Guide domain owners to deliver clarity, prioritisation, and impactful results.
• Drive Conversion & Personalisation – Apply CRO methodologies, optimise funnels, and create tailored buyer journeys.
• Design Exceptional Experiences – Manage end-to-end buyer journeys, ensuring seamless, inclusive, and trust-building interactions. Partner with Design, Engineering and Brand to deliver world-class UX/UI.
• Champion Mobile & Omnichannel – Optimise experiences across web, app, and integrated online/offline touchpoints.
• Leverage Data & Insight – Use dashboards, A/B testing, and behavioural analysis to improve conversion, retention, and loyalty.
• Enhance Retention & Loyalty – Shape post-purchase engagement and cashback experiences that build trust and long-term relationships.
• Influence at All Levels – Act as the strategic buyer champion, embedding buyer-first thinking across teams and senior forums.

Experience & Skills

Proven track record leading Experience, CX or Growth in B2C/D2C eCommerce or marketplaces.

Hands‑on experience with CRO frameworks, experimentation and conversion optimisation.

Strong understanding of UX principles, usability testing, buyer psychology and journey mapping.

Demonstrated ability to translate insights into actionable design and product changes.

Experience with personalisation, segmentation and dynamic experience delivery.

Strong analytical capability across AOV, abandonment, funnel drop‑off, retention and buyer LTV.

Familiarity with analytics platforms, A/B testing tools, CX platforms and SEO/SEM impact on experience.

Experience optimising mobile, app and omnichannel journeys.

Demonstrated ability to link experience improvements to commercial impact, revenue and ROI.

Successful leadership of cross‑functional teams with a bias for clarity, alignment and delivery.

Deep empathy for customers and passion for frictionless, elegant and intuitive experience design.

The salary on offer for this role is up to £90k depending on experience.

Benefits

• CompanyEquity- In return for helping us to grow, we’ll offer you company equity, meaning you own a piece of this business we are all working so hard to build.
• 25 days annual leave + Bank Holidays
• 1 extra day off for your Birthday
• Employee Assistance Programme
• Perks at Work benefit platform
• Opportunities for career development and progression

Our Commitment

OnBuy is an equal opportunities employer. We are dedicated to creating a fair and transparent workforce, starting with a recruitment process that does not discriminate on the basis of gender, sexual orientation, marital or civil partnership status, pregnancy or maternity, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability, or age.