Head of Digital Customer Experience (Hybrid)

Lookers Limited; Chelmsford; Hybrid; GBP 90,000 - 120,000; Full time

Benefits offered by this job

Competitive salaries

Generous annual leave

Techscheme for discounted tech

Eyecare vouchers

Health & wellbeing benefits

Job summary

Lookers Limited is seeking a Head of Customer Experience to lead the end-to-end digital CX, from first online touchpoint to post-purchase hand-off. The role drives conversion, aligns online and showroom experiences, and champions a customer-first approach across all journeys.

You will own the digital product roadmap, collaborate with engineering and commercial teams, and lead an AI-enabled journey transformation across multiple dealerships.

Qualifications

• Proven track record in customer experience and digital product or conversion optimisation.
• Thinks in funnels and conversion rates with commercial focus.
• Sufficient digital fluency to challenge website decisions and guide technical teams.

Responsibilities

• Own online product roadmap and optimise digital CX across journeys.
• Lead AI-enabled enquiry and conversion initiatives with engineering and product teams.
• Define showroom and post-purchase CX standards and alignment with retail operations.
• Collaborate with marketing, site teams and OEM partners to improve journeys.

Skills

Digital CX leadership

Conversion optimisation

UX/CRO

AI integration

Tools

Technical SEO

Job description

Lookers Limited is seeking a Head of Customer Experience to lead the end-to-end digital CX, from first online touchpoint to post-purchase hand-off. The role drives conversion, aligns online and showroom experiences, and champions a customer-first approach across all journeys.

You will own the digital product roadmap, collaborate with engineering and commercial teams, and lead an AI-enabled journey transformation across multiple dealerships.