Head of Experience Design

Location:United Kingdom

With offices across the US, Europe, and Asia, Abcam is one of the leading life science companies today, achieving multi-year double digit growth with the aim of helping scientific researchers make breakthroughs faster. It’s our goal to provide a world-standard in protein research tools, technical support and delivery. When you join Abcam, you’ll join a global business with the passion and the vision to become the most influential company, and, best-loved brand in life sciences.

About the role:

Abcam is searching for a head of experience design to lead the team responsible for creating delightful, personalised, content-led customer experiences on our website and across our digital channels.

  • Help build and lead a team creating targeted, immersive, content-led digital experiences to drive customer satisfaction and conversion rate optimisation

  • Own content and merchandising strategy for our digital channels and deliver a roadmap of constantly optimised experiences

  • Define KPIs and measurement approach to unearth insights, identify opportunities and deliver constant improvement
  • Collaborate with product team to create relevant templates and components
  • Work with insights team to define targeting strategy, unlock relevant customer data and optimise with a test and learn approach
  • Partner with marketing and regional teams to scale successful approaches by defining and implementing a best practice ‘playbook’
  • Understand what great looks like, learning from other CX industry leaders

About you:

  • You will be a digital expert with 5+ years proven experience designing great customer experiences that build on digital best practices and the latest technologies
  • You will have a customer focus – and user-centred design thinking supported by strong insights and a best practice approach to experimentation. 
  • You will take a commercial, analytical approach – aligning with the business to prioritise changes that will drive the most value underpinned by an ability to use data to build business cases, drive action and measure impact
  • Our ideal candidate will be collaborative with the ability to bring together different teams and foster a common, positive culture, shared goals and ways of working. 
  • Strong communication and stakeholder management skills to inspire, persuade and empower others are essential for this role
  • A data-led decision maker
  • Familiar with personalisation and analytics platforms (e.g. Adobe Target, GA360)

About Us:

Our culture is our key differentiator. We believe in empowering individuals, with responsibility given at an early stage. The working environment is fun and fast-paced, collaborative and outcome focused, with a strong customer focus. In addition to competitive salaries, we offer an attractive and flexible benefits package (which includes shares for eligible employees), a culture focused on wellbeing and opportunities for growth and development.