Head of Digital Experience

The Head of Digital Experience is accountable for owning and evolving the digital end-to-end client experience across key digital touch points, ensuring seamless end-to-end digital journeys and client experience across the full pet lifecycle. Our ambition is to build a sector leading digital experience, setting the standard for how pet owners discover, choose and experience veterinary care. You'll lead Medivet's digital transformation programme - defining and delivering the operating model, capabilities and technology-enabled experiences required to create a sector leading end-to-end digital experience. This role ensures customers and their pets can live their best lives together by delivering seamless, data-driven, personalized and automated digital experiences across:

• Website & digital platforms

• Search - SEO, GEO (LLM/AIO)

• CRM & lifecycle journeys and comms

What You'll Do

• Own the end-to-end digital customer experience strategy across digital channels.

• Define how digital journeys connect seamlessly with physical clinic experiences - booking, visit, treatment, follow-up, retention and reactivation.

• Own the website strategy, UX, architecture and performance and lead the website optimisation roadmap (CRO, UX testing, personalisation).

• Partner with Technology to evolve website CMS/DXP (Optimizely, headless capabilities, integrations).

• Lead the 'Search' growth strategy across traditional SEO, Local SEO & Google Business, Generative Engine Optimisation (GEO), and LLM search visibility (ChatGPT, Perplexity, Google AI Overviews).

• Own the CRM strategy, lifecycle journeys and communications execution.

• Define and lead Medivet's AI strategy across its digital experience and CRM.

• Embed Data, Personalisation & Performance across all digital touchpoints.

• Lead Medivet's digital test-and-learn agenda, embedding experimentation across website, CRM, booking journeys, content and personalisation.

• Proven experience leading end-to-end digital transformation programmes including operating model, capability build and technology evolution.

• Hands-on leadership of website, CRM and customer journey transformation delivering measurable outcomes.

• Experience applying AI and data-led decisioning to drive growth and personalisation.

• Comfortable operating at both strategic level and hands-on delivery.

• Experience leading CMS/DXP environments (Optimizely desirable).

• Strong understanding of Local SEO, Generative search optimisation (GEO), and AI search environments & LLM behaviour.

• Deep CRM strategy, lifecycle journeys and comms marketing expertise (CRM Microsoft Dynamics desirable).

Joining Medivet means becoming part of a nationwide community that puts care at the heart of everything we do. You'll work with a collaborative, people-first team where your expertise will be valued and your work will make a genuine impact on the lives of our colleagues and the animals they care for.