E-Commerce CX & Product Lead

Accountability & Responsibilities of Role:

1. Customer Experience & Journey Ownership

• Own the end-to-end customer journey across:

o Digital platforms (web, app)

o Assisted digital channels (support, WhatsApp, calls)

o Store-linked touchpoints impacting digital customers (fulfilment, returns, after-sales)

• Identify friction points and experience gaps across browse, PDP, checkout, payment, delivery, and post-order flows

• Design experience improvements that are consistent for the customer, regardless of channel of entry

• Ensure customer expectations set digitally are met operationally

2. Digital Product Ownership

• Act as the primary product-thinking owner for E-commerce customer experience

• Define, prioritise, and drive digital CX initiatives across the product roadmap

• Translate customer pain points and business require...