Journey Optimisation Team Lead

Why This Role Matters 
This is a pivotal role supporting our O+O (Offline & Online) strategy, to deliver friction-free, end-to-end customer experiences that drive conversion, engagement and long-term loyalty across our digital platforms. As a Journey Optimisation Team Leader, you will combine customer journey design, analytics and commercial thinking to identify customer needs, remove barriers and drive measurable improvements across App, Mobile and Desktop experiences. Working closely with Product, UX, Data, Technology and market teams, you will use insight-led decision making to optimise customer journeys, influence commercial outcomes and create experiences that shapes how millions of customers experience our brands so we can put a smile on our customers’ faces today and tomorrow. 

What You'll Be Doing 

• Lead the continuous improvement of digital customer experiences across App, Mobile and Web platforms, creating seamless journeys that drive engagement, conversion and loyalty. 
• Use customer insights, research and behavioural data to identify opportunities, remove friction and improve customer and business outcomes that can be fed into the UX Experimentation team. 
• Define, build and deliver a customer journey optimisation strategy aligned to customer needs, commercial priorities and long-term growth objectives. 
• Partner with cross-functional teams including Product, UX, Data and Technology to translate insight into meaningful customer improvements. 
• Leverage emerging technologies and AI-enabled tools to enhance research, analysis and decision-making capabilities. 
• Lead and develop a high-performing team while clearly communicating recommendations, progress and business impact to senior stakeholders.

What You'll Bring 

• Proven experience in customer journey optimisation, digital customer experience, eCommerce, product management or a similar role, with a track record of delivering measurable customer and commercial outcomes. 
• Deep understanding of end-to-end digital customer journeys, with the ability to identify opportunities and remove friction across acquisition, conversion, retention and post-purchase experiences. 
• Strong analytical capability using behavioural data, funnel analysis, customer segmentation, cohort analysis and customer insights to inform decision-making and prioritisation.   
• Proven experience with tools such as GA4, Contentsquare, Microsoft Clarity or similar analytics platforms. 
• Commercially minded and the ability to balance customer needs with business objectives. 
• Experience working with customer journey mapping, UX principles, experimentation methodologies, accessibility standards and design tools such as Figma to create intuitive and inclusive customer experiences. 
• Proven people leadership experience, with the ability to coach, mentor and inspire high-performing teams.  
• Excellent communicator and storyteller, able to translate complex insights into compelling recommendations and influence stakeholders at all levels. 

How You Will Make an Impact 

• Champion a customer-first culture by ensuring decisions are grounded in genuine customer insight. 
• Drive measurable improvements in customer journey and business performance by identifying opportunities that increase conversion, engagement, retention and long-term customer value; becoming a trusted expert, advocating best practice and optimum digital performance. 
• Foster a culture of research led data and continuous learning, empowering teams to test ideas, challenge assumptions and make evidence-based decisions with confidence. 
• Influence strategic priorities through data-proven recommendations, helping shape investment decisions and optimisation roadmaps that deliver meaningful commercial outcomes. 
• Create scalable impact by partnering with UX, Product and market teams to embed successful customer improvements across multiple markets and brands. 
• Inspire accountability, collaboration and high performance within your team, developing an environment where people take ownership, grow their expertise and consistently deliver results.

Who We Are 
You may not have heard of us, but you’ll know our brands! AS Watson is the world’s largest international health and beauty retailer, with over 17,000 stores across 31 markets serving over 5.3 billion customers each year. From Superdrug, Kruidvat and Watsons to Marionnaud, The Perfume Shop and many more, our brands are loved by customers around the world. Behind them are passionate people who are encouraged to innovate, collaborate and grow. 

What You'll Get From Us 

• Competitive salary and bonus scheme 
• Hybrid working 
• Generous holiday entitlement 
• Exclusive employee discounts across our brands 
• Refer-a-friend scheme 
• Learning and development opportunities 
• Mental health and wellbeing support 
• Life assurance 
• Interest-free loans