Head of Product Proposition and Experience

Contract type: Permanent

Location: Hatfield (Blended working – 3 days in the office)

Level: Head of Department

About us

Our mission is to deliver joy in every shop, through unbeatable choice, unrivalled service and reassuringly good value. 

We’re Ocado Retail, a market-leading, joint venture between Ocado Group and M&S and the world’s largest dedicated online supermarket ocado.com. Not only is Ocado.com the only place to shop a full range of M&S food online, it’s also the home to the widest online supermarket range in the UK and champion of small, independent brands. We’re also the brains behind Zoom by Ocado, our same-day grocery delivery service. 

About the team and the role

Accountable for overall customer experience of our site, analysing data and market to identify areas of focus and improvement, driving implementation of change to enhance the overall customer experience. Leading Product, Testing, Design and Optimisation for Ocado.

What you’ll do

• Develop and drive the strategy across the onsite Ocado customer proposition, staying abreast of the commercial landscape, current solutions, market and recommending third party POCs 
• Oversee the management of the platform, ensuring a seamless and efficient customer journey
• Implement strategies to optimise website design, user experience and customer journey through feature development, testing plans and journey improvements, leading to conversion growth
• Work with your product leaders to bring together the strategies of their streams, creating one single, aligned view for Ocado Retail
• Understand how products fit into the broader strategy and are able to assess which product areas require focus, attention and investment to achieve the most impactful outcomes for our business.
• Collaborate with Group Product Teams and Group UX to drive ongoing optimisation and development roadmaps, making strategic decisions, by understanding the trade offs between time to market, scope, business context and risks.
• Lead UAT team to ensure we are delivering best in class features effectively and efficiently 
• Identify and progress AI capabilities to drive customer experience and resource efficiencies
• Have a strong understanding of discovery practices, ensuring your teams are collaborating effectively and seeking to continuously improve the value generated from discovery.
• Owns relationship with third party providers, utilising their insight and support, delivering a strategy to leverage tactics that drive optimisation and continuous improvement
• Drive Content strategy, including Ratings and Reviews, Social Proof and User Generated Content
• Drive the optimisation and development roadmap
• Develop innovative solutions and ideas, and identify future digital trends to support delivery of commercial and customer outcomes. 
• Through customer insight, market trends and key data analysis, define the Product Discovery strategy and deliver product and proposition enhancement, as well as new products to market, leading the development teams through a matrix leadership approach.
• Brief UX to develop user journeys & designs that support the features well. Work with development teams to establish and document technical details needed for user stories. Work with QA, test and release teams to ensure all features are of the highest quality and delivered bug free. 
• Own the onsite customer experience, using comprehensive knowledge of the customer to analyse the key onsite metrics across the conversion funnel, leading teams to deliver against KPIs
• Lead the definition and delivery of the personalisation strategy, communicating with stakeholders and holding team to account
• Lead the overall communication strategy of all product areas, that enables effective sharing of the product strategy, plans, risks and goals, alongside impacted audiences internally and externally
• Consult both internally and externally on the opportunities and challenges, as well as tools, data, tech stacks and developments
• Lead ideation with tech development and data science teams to drive growth through innovation
• Be a great storyteller, who can vividly bring to life future opportunities and inspire others to be part of the journey.
• Own the customer experience budget, ensuring we are investing in solving the right problems at the right time.

Who you are

• Experience of managing multiple disciplines across ecommerce with a deep understanding of customer behaviour, apps, marketing, data analytics and product led growth methodologies
• Diverse retail background across food, non food and extended ranges
• Able to engage in high level technical conversations
• Experienced leader of product and design with a passion for data driven ideas, creative solutions to complex customer problems and systems thinking
• Experience defining product roadmaps, building collaboratively with design and engineering peers, and launching products with clear outcomes
• Proven experience of developing product strategies that deliver growth
• Experienced leader in defining and optimising digital UX experiences 

At Ocado Retail we’re passionate about building careers and skills by giving people access to new and diverse opportunities. If you don’t tick all the boxes above but have a curious mindset, a passion for learning and adaptable skills to bring to the role, we still want to hear from you! 

What’s in it for you

By joining Ocado Retail you’ll have the chance to experience life at the world’s largest online retailer, work with an amazing bunch of people who challenge what’s possible each day and grow your skills and career in online retail. 

If that’s not enough to tempt you, you’ll also get access to loads of great benefits to sweeten the deal. Here’s a taste of what we offer:

Health & Wellbeing: Private medical insurance with option to add your family, Digital GP appointments, market leading family policies, mental health support, discounted gym memberships, dental insurance and more. 

Spend & Save: Annual bonus scheme split between personal and business objectives, recognition with reward platform, up to 7% matched pension contributions, 15% Ocado discount, 20% M&S discount, free breakfast everyday in the office, electric vehicle leasing scheme and free shuttle bus from Hatfield station to the office.  

Never miss the moments that matter: Blended/Hybrid working, 26 days holiday plus 8 flexible bank holidays , options to buy extra holiday, 2 weeks work from anywhere and lifestyle break opportunities. 

Our Hiring Process

Lucky for us, we get loads of great applications and we really appreciate that so many people put the time and effort in to apply. To recognise that, we treat all applications respectfully and fairly. So, if yours stands out, you’ll follow our standard hiring process – one of our Talent Partners will talk you through this in an initial call. 

Everyone’s welcome

We’re an equal opportunities employer. That means that we make sure all potential colleagues are treated fairly and equally. If you require reasonable adjustments during the recruitment process, please let us know on the application form.

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