Head of Digital Experience Optimization

About the role

Create best in class customer journey blueprint leading to conversion rate increase and outstanding user experience.

The Head of Digital Digital Experience Optimization will drive the continuous improvement of our digital platforms by enhancing user experience, optimizing customer journeys, and increasing overall engagement. In this position you will collaborate with cross-functional teams to develop and implement strategies that elevate app performance and align with business goals, ensuring our digital presence is both user-centric and brand-consistent. You will be Netherlands-based (Rotterdam HQ) and travel across Europe will be needed.

Key responsibilities include:

• Lead the mapping and analysis of customer journeys across all digital devices (desktop, mobile, tablet), identifying pain points and enhancement opportunities.
• Utilize customer insights, analytics, and feedback to inform UX/UI design decisions for a seamless, intuitive customer experience.
• Oversee the design, testing, and implementation of UX/UI enhancements focused on improving conversion rates, reducing bounce rates, and promoting customer loyalty (stickiness).
• Ensure digital interfaces are user-friendly, visually aligned with brand guidelines, and optimized for usability, particularly on mobile platforms.
• Partner with design, development, and product teams to guarantee cohesive execution of UX/UI improvements (user-friendly, visually appealing, and aligned with brand guidelines).
• Collaborate with internal stakeholders to ensure alignment of digital strategies with broader business goals.
• Develop and implement an A/B testing program to assess the impact of design changes on KPIs such as conversion rate, engagement, and retention.
• Regularly monitor and report on key web performance indicators, on a daily, weekly and monthly basis, offering actionable insights to the VP and other stakeholders.
• Lead mobile experience optimization initiatives, recognizing the importance of mobile commerce in driving business growth.
• Ensure a superior, seamless mobile app experience that meets evolving user expectations and competitive benchmarks.
• Stay updated on the latest UX/UI trends, tools, and technologies to position the company at the forefront of digital (customer experience) innovation.
• Foster a culture of continuous improvement, encouraging the team to experiment, learn, and adapt.

Your Profile

To be successful in this job you need to have:

• Bachelor’s degree in Digital related field; Master’s degree preferred.
• Minimum of 8-10 years' experience in UX/UI design, digital customer experience, or a related field, with focus on e-commerce.
• Proven experience in optimizing customer journeys and improving web KPI’s within a global environment.
• Strong background in A/B testing, data analysis, and web analytics tools.

Furthermore you are:

• Customer-centric: focus on understanding and improving customer's digital experience.
• Innovative: constantly seeks new ways to enhance the user experience and stay ahead of industry trends.
• Analytical: strong analytical mindset with the ability to make data-driven decisions.
• Collaborative: works well in a team environment and fosters strong relationships across departments.
• Detail-oriented: attention to detail in design and analysis, ensuring a high standard of quality.

What's in it for you?

• A fantastic workplace on the 40th floor in 'De Rotterdam' overlooking the Erasmus Bridge;
• A hybrid working environment: choose diversity between working at home, in the office or wherever;
• Good working conditions and development and growth opportunities;
• Freedom and responsibility to shape your role and bring ideas to implementation in an environment where anything is possible;
• At MediaMarkt, we have courage. We are entrepreneurs within a company, giving you the chance to develop yourself quickly and in diverse ways;