Head of Self Serve

Head of Digital Self Serve
Location: Hybrid (London or Corby)
RS Group is seeking a Head of Digital Self-Serve to join our team on a permanent basis. In this role, you will drive seamless digital self-service experiences, ensuring customers can effortlessly register, log in, and access a robust suite of self-service features. From defining strategic product vision to conducting market evaluations and mitigating risks, you will lead and inspire a high-performing team to deliver exceptional customer experiences across local and global markets.
As the Head of Digital  Self-Serve, you will oversee critical areas such as registration, login, and password recovery experiences, identity services, the My Account platform (order history, parcel tracking, account management), and customer API services powering our digital platforms.
 

What you'll be doing:

Product Vision & Strategy

• Define and own the product vision, strategy, and roadmap to enhance customer experience and drive revenue growth.
• Ensure customer insights and feedback are embedded in all decision-making processes.
• Stay ahead of market trends, emerging technologies, and best practices in the self-service domain.
• Develop compelling annual and quarterly product roadmaps.
• Ensure Product Owners create clear hypotheses and benefit cases for initiatives, socializing these across the global business up to VP/C-level.
• Challenge conventional thinking by designing innovative and customer-centric experiences.
   

Execution & Delivery

• Implement the Self-Serve product strategy and roadmap, aligning with regional strategies and brand priorities.
• Work with the portfolio team to ensure governance frameworks are adhered to and value delivery is prioritized.
• Lead an agile delivery model that balances high-value output with effective risk mitigation.
• Drive change through a market-leading test-and-learn experimentation approach.
• Ensure resource allocation aligns with roadmap priorities and delivers maximum value.
• Ensure compliance with regulations, such as GDPR, in all product developments.
   

Stakeholder Engagement

• Serve as the go-to expert for digital self-serve experiences.
• Engage with key stakeholders across RS Group, including Customer Service, CRM leaders, regional leadership teams, and external partners.
• Advocate for product changes using insights from industry best practices, data analytics, and customer feedback.
• Communicate product plans, prioritization decisions, and expected impact to stakeholders at all levels.
• Manage demand for changes, ensuring hypotheses and success measurements drive prioritization and ROI.
   

Building an Industry-Leading Product Team

• Foster a culture of continuous improvement and best practices within the Product Owner community.
• Inspire, mentor, and lead a team of Product Owners to deliver best-in-class digital solutions.
• Attract and retain top talent, creating an environment where the best professionals want to work.
• Collaborate closely with Heads of Product, Heads of Engineering, and Senior Product Owners.
   

Commercial Accountability

• Monitor and drive the commercial performance of self-serve initiatives.
• Develop and execute improvement plans for product features and API services.
• Work closely with insights teams to understand and enhance conversion performance.
• Develop well-informed investment proposals (IP) for future developments, ensuring financial alignment.

About you:
Our ideal candidate is a strategic thinker with a passion for driving innovation and excellence in omnichannel digital solutions. You thrive in a fast-paced environment and are motivated by delivering outstanding customer experiences.
 

What You’ll Need:

• Proven experience in a senior digital product role within a large, multi-market matrix organization.
• Agile Product Owner certification or qualification is essential.
• Strong background in agile development methodologies and experience working with agile teams and ceremonies.
• Experience in delivering change across multi-market platforms.
• Track record of implementing successful digital product developments in complex industries (e.g., financial services, telecoms, B2B), including My Account services or customer service platforms.
• Solid understanding of digital innovation and product development, with the ability to collaborate with technical architects and navigate legacy systems.
• Demonstrated expertise in developing product strategies and roadmaps, using data and insights to drive decisions.
• Ability to manage multiple projects/programs simultaneously while maintaining a strong focus on problem-solving and delivering results.
• Passion for creating exceptional customer experiences, with a mindset that challenges the status quo.
• Highly proactive and delivery-focused, capable of leading teams, managing risks, and setting clear expectations.
• Exceptional stakeholder management and communication skills, with the ability to articulate vision, gain buy-in, and celebrate successes.
• Data-driven decision-making approach, ensuring discussions are objective and results-oriented.
• Excellent collaboration skills, with the ability to influence cross-functional teams and senior leadership.
   

The extras you’ll get

At RS, as well as the usual employee benefits you’d expect from a FTSE listed company, including annual performance bonus, enhanced maternity and paternity leave, private healthcare, in the UK&I, we’ve just introduced a number of new Family Friendly Policies including:​

• Help for people to take control of ongoing Health conditions such as diabetes or asthma with £500 a year available for monitoring & consultation​
• Support for Neurodiverse colleagues and families with neurodiverse members with needs assessment, diagnosis and post diagnostic support for autism spectrum, ADHD and Tourette’s syndrome​
• Support for Women at different life stages from streamlined fertility support through to diagnosis and monitoring of both endometriosis and menopause​
•  Helping our LGBTQ+ community through enhanced coverage for trans colleagues, including voice coaching, facial surgery and gender confirmation surgery​
• Additions to Fertility coverage including IVF for lesbian couples and information/support around surrogacy and adoption for all. 

We are RS

At RS we’ve been solving engineering problems for over 80 years: big ones, small ones, easy and difficult ones. We turn the ‘what ifs’ into the ‘why nots’, the impossible into the possible.  ​

Our purpose? Making amazing happen for a better world.  ​

We offer service and product solutions. We send out a parcel every 2 seconds, to over 130 countries. We provide over 700,000 in-stock and over 3 million unstocked products to more than 1.2 million customers.  ​

We want people like you, as you are curious about things, you like doing things differently and also in a human way with empathy. Because that’s exactly how we partner with people – our customers, suppliers, colleagues and communities – to solve problems.  ​

We’ll also invest in your development and wellbeing – because building a more diverse and inclusive culture, being ethical, responsible and committed to our Environment, Social and Governance (ESG) action plan is at the heart of everything we do. ​

Come and join us and we’ll help you to think big, do more and unleash your brilliance, so you do amazing things too.​

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