Customer Service Director at Gofor Delivers improving operational efficiencies and customer experience within hybrid logistics. Collaborating with sales and operations to drive success across processes.
About the role
- Head of Buyer Experience defining strategies and elevating the end-to-end Buyer Experience for OnBuy. Leading cross-functional initiatives to enhance customer journeys and drive growth.
Responsibilities
- Own the roadmap and vision, aligning with company growth goals.
- Guide domain owners to deliver clarity, prioritisation, and impactful results.
- Apply CRO methodologies, optimise funnels, and create tailored buyer journeys.
- Manage end-to-end buyer journeys, ensuring seamless, inclusive, and trust-building interactions. Partner with Design, Engineering and Brand to deliver world-class UX/UI.
- Optimise experiences across web, app, and integrated online/offline touchpoints.
- Use dashboards, A/B testing, and behavioural analysis to improve conversion, retention, and loyalty.
- Shape post-purchase engagement and cashback experiences that build trust and long-term relationships.
- Act as the strategic buyer champion, embedding buyer-first thinking across teams and senior forums.
Requirements
- Proven track record leading Experience, CX or Growth in B2C/D2C eCommerce or marketplaces
- Hands-on experience with CRO frameworks, experimentation and conversion optimisation
- Strong understanding of UX principles, usability testing, buyer psychology and journey mapping
- Demonstrated ability to translate insights into actionable design and product changes
- Experience with personalisation, segmentation and dynamic experience delivery
- Strong analytical capability across AOV, abandonment, funnel drop-off, retention and buyer LTV
- Familiarity with analytics platforms, A/B testing tools, CX platforms and SEO/SEM impact on experience
- Experience optimising mobile, app and omnichannel journeys
- Demonstrated ability to link experience improvements to commercial impact, revenue and ROI
- Successful leadership of cross-functional teams with a bias for clarity, alignment and delivery
- Deep empathy for customers and passion for frictionless, elegant and intuitive experience design
Benefits
- Company Equity- In return for helping us to grow, we’ll offer you company equity, meaning you own a piece of this business we are all working so hard to build.
- 25 days annual leave + Bank Holidays
- 1 extra day off for your Birthday
- Employee Assistance Programme
- Perks at Work benefit platform
- Opportunities for career development and progression
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