Confused.com
Head of Experience Design
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Department: Design
Location: Cardiff
Description
Hybrid: 2 days per week in-office
In 2002, we became the first insurance comparison site. Our purpose? To make the process of sorting your insurance, utilities or personal finances as easy as possible.
We’re part of RVU. A group of online brands that include Uswitch, Tempcover and money.co.uk. As a group, we use our shared knowledge to empower people, and help them make decisions confidently across a range of household services.
Confused.com is at the cutting edge of the FinTech industry, so we’re always looking for extraordinary talent. If you love what you do, get in touch today!
About The Role
We’re looking for a Head of Experience Design to lead our multidisciplinary design practice across RVU’s Annual Insurances vertical - including Confused.com. This is a senior strategic role, responsible for embedding design thinking into our business strategy, building high-performing teams, and delivering experiences that drive customer value, commercial outcomes, and long-term innovation.
You’ll inherit and lead a team of 8 (product designers, content designer, visual designers, and user research), empowering them to shape products, marketing, communications and services used by millions of UK households. Acting as a thought leader across the organisation, you’ll work closely with engineering, data, product, marketing and commercial leaders, influencing everything from top-line growth strategy to the details of a quote journey.
What You'll Be Doing
- Business Strategy & Design Thinking Partner with senior leadership to translate revenue goals into actionable strategies, embedding customer insight and design thinking across product, marketing, and commercial functions.
- Team Leadership & Development Lead, coach and scale a multi-disciplinary design and research team. Foster a culture of experimentation, learning, and shared accountability. Build strong communities of practice and clear career paths.
- Product Discovery & Delivery Define and oversee design discovery practices that de-risk decisions. Identify and capitalise on opportunities for innovation (think AI) as well as translating customer insight into roadmaps that deliver measurable value and support innovation at pace.
- Customer Acquisition & Retention Lead cross-functional initiatives to improve acquisition, retention, and product density. Align brand, product and content to create seamless, high-performing customer journeys.
- Innovate at Scale Evolve our standards, tools, and practices that enable product teams to deliver high-quality, consistent, and efficient user experiences while enabling us to innovate, test and learn at speed.
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What We're Looking For
- Proven leadership of cross-functional design and research teams in fast-paced digital environments — ideally in regulated sectors like insurance, finance or health.
- Strategic thinker with experience working at senior leadership level to influence product roadmaps, brand strategy, and business planning.
- Deep expertise across UX, product design, content strategy, design systems, and research methodologies.
- Strong track record of delivering commercial results through customer-led experience improvements (e.g. revenue, conversion, retention).
- Skilled in building high-performing teams with clear ways of working, career progression, and strong cross-discipline culture.
- Comfortable working across the full customer lifecycle: from brand engagement to product usage and beyond.
- Passionate about creating inclusive, insight-led experiences that serve both user and business goals.
Our Commitment To You
At RVU, we are dedicated to developing valuable, inclusive, and user-friendly products and services that deliver positive outcomes for all of our customers. To achieve this it’s essential that our teams reflect the diverse range of people in our community. We believe in being the change we wish to see in the world, by embracing our differences and holding ourselves accountable to being open and inclusive teammates and wider community members.
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What We Offer
We want to give you a great work environment, support your growth both personally and professionally, and provide benefits that make your time at RVU even more enjoyable. Here are some of the benefits you can look forward to:
- 10% discretionary yearly bonus and yearly pay reviews (based on RVU and personal performance)
- A hybrid working approach with 2 in-office days per week and up to 22 working days per year to “work from anywhere”
- Employer matching pension contributions up to 7.5%
- A one-off £300 “Work from Home” budget to help contribute towards a great work environment at home
- Excellent maternity, paternity, shared parental and adoption leave policy, for those key moments in your life
- 25 days holiday (increasing to 30 days) + 2 days “My Time” per year
- Private medical cover, critical illness cover, dental plans and employee assistance programme
- Free gym access
- Employee discounts programme
- A healthy learning and training budget to support your development
- Electric vehicle and cycle to work schemes
- Regular events - from team socials to company-wide events with insightful external speakers, we want to make sure our colleagues continue to feel connected
As a tech company who strives to get better every day, we use Metaview during the interview processes for note taking purposes. This records and transcribes interviews so the interviewer can fully focus on your conversation, rather than writing. This has no bearing on the assessment of you as a candidate and you can opt out at any time. Just let us know.
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