Head of Digital Experience

Head of Digital Experience

Department: IT

Employment Type: Permanent

Location: Cobham, Surrey

Description

Shape the future of Berkeley's digital customer experience.

At Berkeley, we create exceptional places where people want to live. As we continue to invest in our digital capabilities, we are looking for a senior digital leader to define and evolve the experiences that connect customers with our brand, developments and services throughout their journey.

This is a high-impact role for an experienced digital marketing, product or customer experience leader who combines strategic thinking with commercial focus. You will be responsible for shaping the vision, roadmap and ongoing development of Berkeley's customer-facing digital experience across our website, app and customer platforms, ensuring every investment delivers measurable value for both customers and the business.

Working closely with marketing, sales, customer service, technology and divisional stakeholders, you will influence digital priorities across the organisation, bring fresh external thinking and help establish a culture of continuous improvement driven by customer insight, data and evidence.

What you'll be doing

This is a rare opportunity to define the future direction of digital experience within one of the UK's leading residential developers.

You will lead the strategic evolution of our customer-facing digital platforms, ensuring customer needs, commercial priorities and technical capability are aligned through a clear and evidence-led roadmap. You will play a key role in strengthening Berkeley's digital marketing effectiveness, improving customer journeys and embedding a product-led approach to digital investment and decision-making.

The role offers significant visibility and influence, partnering with senior leaders across Berkeley to shape priorities, challenge convention and drive meaningful change.

• Define the vision and strategic direction for Berkeley's customer-facing digital experience.
• Develop and maintain a clear digital product roadmap aligned to customer, commercial and business objectives.
• Prioritise opportunities and investment decisions using customer insight, performance data and business value.
• Ensure digital initiatives deliver measurable benefits and support long-term growth.

• Own the end-to-end digital customer journey across acquisition, consideration, purchase and post-purchase interactions.
• Champion customer-centred design and user experience best practice.
• Establish a culture of experimentation, testing and continuous optimisation.
• Use customer research, behavioural insight and analytics to identify opportunities and improve performance.

• Provide strategic leadership on digital marketing across Group and divisional teams.
• Help shape approaches to digital acquisition, CRM, personalisation, customer data and marketing technology.
• Drive improvements in digital marketing effectiveness through insight, benchmarking and best practice.
• Partner closely with marketing leaders to ensure digital activity supports broader commercial and customer objectives.

• Lead and develop Digital Experience capability, including product and user experience disciplines.
• Build strong relationships across marketing, technology and operational teams.
• Influence senior stakeholders and secure alignment around priorities and investment decisions.
• Introduce proven approaches, ideas and innovation from organisations with advanced digital capabilities.

• Manage relevant digital experience budgets and investment cases.
• Work with agencies, technology partners and suppliers to deliver agreed outcomes.
• Ensure third-party partners provide high-quality services and measurable value.
• Support governance, reporting and performance measurement across the digital experience function.

What you'll bring

We're looking for an individual who combines strong digital leadership experience with excellent commercial judgement and the ability to influence at senior levels.

• Significant experience leading digital marketing, digital product, customer experience or related functions within organisations with mature digital capabilities.
• A proven track record of defining digital strategy and turning it into measurable business outcomes.
• Experience owning or shaping digital product roadmaps, prioritisation frameworks and optimisation programmes.
• Strong knowledge of websites, apps, CRM, customer data, personalisation and connected digital customer journeys.
• Experience using customer insight, research and analytics to inform decision-making and investment.
• The ability to influence and build alignment across complex stakeholder environments.
• Strong communication skills with the confidence to engage executive stakeholders and business leaders.
• An innovative mindset, bringing external thinking and industry best practice to drive continuous improvement.

You may also have experience in:

• Property, retail, financial services or other high-consideration customer sectors.
• Sitecore or comparable digital experience platforms.
• Dynamics 365, customer data platforms, marketing automation or personalisation technologies.
• Leading digital optimisation and continuous improvement programmes following major platform launches or transformations.

Why join us?

• 25 days annual leave, increasing with service to 33 days.
• Health and wellbeing benefits including Private Medical Insurance.
• Lifestyle benefits including access to an online discount platform.
• Berkeley Foundation volunteer day.
• Private pension plan.
• Group life assurance.

The standard default full-time working hours in the office are 8am-5pm with core working hours 9am-4pm.

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