Head of Digital Experience
Posted Today by Totaljobs
£80,000 Per year
Undetermined
Hybrid
Watford, Hertfordshire
Summary: The Head of Digital Experience at Medivet is responsible for leading the digital transformation programme, focusing on creating a seamless end-to-end digital experience for pet owners. This role involves defining the operating model, enhancing digital capabilities, and ensuring personalized, data-driven interactions across various digital touchpoints. The position requires collaboration with multiple teams to integrate digital and physical experiences effectively. The ultimate goal is to set a new standard in veterinary care through innovative digital solutions.
Key Responsibilities:
- Own the end-to-end digital customer experience strategy across digital channels.
- Define how digital journeys connect seamlessly with physical clinic experiences.
- Own the website strategy, UX, architecture, and performance.
- Partner with Technology to evolve website CMS/DXP.
- Lead the ‘Search’ growth strategy across SEO and Generative Engine Optimisation.
- Own the CRM strategy, lifecycle journeys, and communications execution.
- Define and lead Medivet’s AI strategy across its digital experience and CRM.
- Embed Data, Personalisation & Performance across all digital touchpoints.
- Lead Medivet’s digital test-and-learn agenda.
- Lead and develop a high-performing digital experience team.
- Work cross-functionally with Marketing, Analytics, Technology, Operations.
Key Skills:
- Senior digital leadership experience in multi-site, consumer-facing organisations.
- Proven experience leading end-to-end digital transformation programmes.
- Hands-on leadership of website, CRM, and customer journey transformation.
- Experience applying AI and data-led decisioning to drive growth and personalisation.
- Comfortable operating at both strategic level and hands-on delivery.
- Experience leading CMS/DXP environments (Optimizely desirable).
- Strong understanding of Local SEO and Generative search optimisation.
- Deep CRM strategy, lifecycle journeys, and comms marketing expertise.
Salary (Rate): £80,000 a year
City: Watford
Country: UK
Working Arrangements: hybrid
IR35 Status: undetermined
Seniority Level: Senior
Industry: IT
This role leads Medivet’s digital transformation programme – defining and delivering the operating model, capabilities and technology-enabled experiences required to create a sector leading end-to-end digital experience.
Head of Digital Experience
Location : UK (Watford Support Centre 2-3 days a week)
Reports to : Marketing Director
Team : Digital Experience
The Head of Digital Experience is accountable for owning and evolving the digital end-to-end client experience across key digital touch points, ensuring seamless end-to-end digital journeys and client experience across the full pet lifecycle.
Our ambition is to build a sector leading digital experience, setting the standard for how pet owners discover, choose and experience veterinary care. You’ll lead Medivet’s digital transformation programme – defining and delivering the operating model, capabilities and technology-enabled experiences required to create a sector leading end-to-end digital experience.
This role ensures customers and their pets can live their best lives together by delivering seamless, data-driven, personalized and automated digital experiences across:
- Website & digital platforms
- Search - SEO, GEO (LLM/AIO)
CRM & lifecycle journeys and comms
What You’ll Do
- Own the end-to-end digital customer experience strategy across digital channels.
- Define how digital journeys connect seamlessly with physical clinic experiences - booking, visit, treatment, follow-up, retention and reactivation.
- Own the website strategy, UX, architecture and performance and lead the website optimisation roadmap (CRO, UX testing, personalisation).
- Partner with Technology to evolve website CMS/DXP (Optimizely, headless capabilities, integrations).
- Lead the ‘Search’ growth strategy across traditional SEO, Local SEO & Google Business, Generative Engine Optimisation (GEO), and LLM search visibility (ChatGPT, Perplexity, Google AI Overviews).
- Own the CRM strategy, lifecycle journeys and communications execution.
- Define and lead Medivet’s AI strategy across its digital experience and CRM.
- Embed Data, Personalisation & Performance across all digital touchpoints.
- Lead Medivet’s digital test-and-learn agenda, embedding experimentation across website, CRM, booking journeys, content and personalisation.
- Lead and develop a high-performing digital experience team.
- Work cross-functionally with Marketing, Analytics, Technology, Operations.
What You’ll Bring
- Senior digital leadership experience in multi-site, consumer-facing organisations.
- Proven experience leading end-to-end digital transformation programmes including operating model, capability build and technology evolution.
- Hands-on leadership of website, CRM and customer journey transformation delivering measurable outcomes.
- Experience applying AI and data-led decisioning to drive growth and personalisation.
- Comfortable operating at both strategic level and hands-on delivery.
- Experience leading CMS/DXP environments (Optimizely desirable).
- Strong understanding of Local SEO, Generative search optimisation (GEO), and AI search environments & LLM behaviour.
- Deep CRM strategy, lifecycle journeys and comms marketing expertise (CRM Microsoft Dynamics desirable).
Why Medivet
Joining Medivet means becoming part of a nationwide community that puts care at the heart of everything we do. You'll work with a collaborative, people-first team where your expertise will be valued and your work will make a genuine impact on the lives of our colleagues and the animals they care for.