Head of Product Customer Experience

We work together

Your team and the people youll work with

Youll join a high-autonomy product environment working closely with Engineering UX Data Operations and Marketing. Youll help shape how UW delivers digital experience at scale initially working with a small number of empowered squads in a low-maturity but high-impact environment.

We deliver progress

What youll do and how youll make an impact

Transform the digital experience

• Turn a fragmented legacy journey into a modern intuitive high-performing app used regularly by customers.

• Deliver measurable improvements across onboarding conversion retention engagement and self-service adoption.
   

Lead hands-on from day one

• Operate as a playercoach personally driving delivery and experimentation while shaping the foundations of the Digital Experience function.

• Take ownership quickly and deliver visible customer improvements within your first 90 days.
   

Drive experimentation and evidence-led decision making

• Run and interpret A/B tests at scale to guide product decisions and customer behaviour change.

• Use data research and rapid iteration to move core funnel metrics.

Own and execute the DX product strategy

• Own the digital experience strategy and roadmap aligned with UWs goals.

• Build and evolve ownership across key areas of the journey initially working with a small number of product partners and squads with scope to scale over time.

• Prioritise initiatives using customer research insight competitive analysis and performance data.

• Collaborate cross-functionally from concept through delivery.

• Establish and track product KPIs to ensure customer and business value.
   

The role is expected to start hands-on with a small team with leadership scope expanding as the Digital Experience function matures.

Qualifications :

We put people first

Its all about you

You combine strong consumer product craft deep experimentation experience and the drive to improve customer experiences quickly.

Youll need:

Experience improving high-adoption digital products

• Experience working on consumer apps with 200k active users.

• This experience may come from owning a single product area within a larger organisation.

• Backgrounds may include health insurance travel marketplaces subscription products comparison platforms or other high-engagement consumer environments.

Experimentation & funnel improvement

• Strong hands-on A/B testing and experimentation capability.

• Proven ability to improve onboarding activation conversion retention or engagement at scale.
   

Behavioural and customer-centric design

• Ability to create intuitive empathetic behaviour-changing experiences grounded in research data and customer psychology.
   

Leadership suited to an evolving environment

• Experience owning complex product areas or leading small product teams.

• Comfortable being hands-on while shaping team structure processes and long-term direction.
   

Level alignment

• Ideal backgrounds include Principal PM Group PM or early Director-level leaders who have owned meaningful customer journeys and are ready to step into a Head of Product role with scope to grow.
   

Essential experience

• Strong experience in Senior Product Management focused on digital customer experience.

• Track record of owning complex product portfolios.

• Deep understanding of CX digital platforms and customer engagement.

• Excellent stakeholder management.

• Experience managing or mentoring product people.

• Ability to work at pace delivering exceptional customer outcomes.

• (Nice to have) Experience working in regulated or complex operating environments.
   

Additional Information :

Why pick UW

Weve got big ambitions youll face meaningful challenges and have the support to do some of the most impactful work of your career.

• Industry-benchmarked salary (shared at first conversation)

• Share options & Save As You Earn

• Remote-first with access to UK hubs

• Work-from-anywhere for up to 2 weeks per year

• Discounts on UW services & free Cashback Card

• Matched pension & life assurance (4 salary)

• Family-friendly policies

• Private health insurance EAP & Virtual GP

• Belonging groups shaping an inclusive culture

• Clear progression through our Product career framework

Not sure you meet all the requirements Let us decide! Research shows that women and members of other underrepresented groups tend not to apply for jobs if they think they may not meet every qualification when in fact they often do.

We provide equal opportunities a diverse and inclusive work environment and fairness for everyone. You are welcome to apply no matter your age disability gender marriage or civil partnership status pregnancy and maternity status race religion or belief or sexual orientation. Please dont be afraid to ask about what we can do to support your needs. All requests will be carefully and fairly considered.

Please note if you are successful and offered a role at UW you will be subject to a background check. Where checks are unsatisfactory or incomplete and/or a failure to reveal information relating to convictions that you are required to identify as part of the background checks could lead to withdrawal of an offer of employment.

Remote Work :

No

Employment Type :

Full-time