Hybrid Customer Journey Optimisation Lead

A.S. Watson Group

Greater London

Hybrid

GBP 65,000 - 90,000

Full time

3 days ago

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Benefits offered by this job

Hybrid working

Generous holiday entitlement

Exclusive employee discounts across AS

Refer-a-friend scheme

Learning and development opportunities

Mental health and wellbeing support

Life assurance

Interest-free loans

Job summary

AS Watson is seeking a Journey Optimisation Team Leader to drive end-to-end digital experiences across App, Mobile and Web. You will blend customer journey design, analytics and commercial thinking with cross-functional collaboration to remove friction and boost conversion.

You will lead a high-performing team, use GA4, Contentsquare, Clarity and Figma to inform decisions, and partner with Product, UX, Data and market teams to deliver measurable improvements across our digital platforms.

Qualifications

Proven experience in improving digital customer journeys across Apps, Mobile and Web.
Track record of driving measurable customer and commercial outcomes.
Strong analytical skills using behavioural data and funnel analysis.

Responsibilities

Lead continuous improvement of digital customer experiences across App, Mobile and Web.
Identify opportunities and remove friction using insights and behavioural data.
Define and deliver a customer journey optimisation strategy aligned to business goals.
Collaborate with Product, UX, Data and Technology to translate insights into improvements.
Leverage AI-enabled tools to enhance research and decision-making.
Lead and develop a high-performing team and communicate impact to senior stakeholders.