Senior Director, Digital Experience – Product Operations
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Job Description
Senior Director leading digital experience and product operations at Rentokil, bridging the gap between technology delivery and business value. Ensuring UX standards and driving digital adoption in a complex environment.
Responsibilities:
- Define the Enterprise UX North Star.
- Ensure a "One Company" feel across disparate platforms (CRM, Mobile Apps, Internal Portals).
- Govern the enterprise design to accelerate development while ensuring consistency.
- Advocate for "Human-Centricity" in the capital allocation process.
- Ensure design standards prioritize "Security by Design," facilitating secure user behaviors.
- Act as the connective bridge between App Dev, Marketing, and Operations.
- Standardize the "Go-to-Market" process for internal software launches.
- Own the product stack to track how features are actually used.
- Collaborate with the Cyber Security and GRC team for compliance.
- Lead a team focused on digital adoption platform to provide in-app guidance that reduces support tickets and increases task completion rates.
- Establish a robust "Voice of the User" program that translates frustration into prioritized backlog items.
- Partner with Finance to validate ROI as outlined in the product business case.
Requirements:
- Bachelor's degree in Business Management, Computer Science, Psychology or related field OR equivalent years of experience.
- 15+ years of experience, ideally having led a digital or UX transformation in a complex environment.
- Strong experience with field and customer-facing platforms
- Proven ability to drive adoption and measurable outcomes
- Executive-level communication and influence skills.
- Demonstrated experience launching products within highly regulated environments (SOX, PCI, HIPAA, or similar frameworks)
- Ability to translate complex technical constraints (Security, Regulatory, Technical Debt) into clear business trade-off decisions for executive leadership
- Proven track record of managing a portfolio where success was measured by Net Promoter Score (NPS), Customer Lifetime Value (CLV), or Operational Efficiency (OpEx) savings.
- Systems Thinking: Ability to orchestrate complex design systems across disparate platforms (CRM, Mobile, Legacy Web) to ensure a unified user journey and consistent control environment.
Benefits:
- Start Day 1 for Full-Time Colleagues - No Waiting Period!
- Professional and Personal Growth
- Multiple avenues to grow your career
- Training and development programs available
- Tuition Reimbursement benefits (for FT Colleagues)
- Health benefits including Medical, Dental, Vision, Disability, and Life Insurance plus much more
- 401(k) retirement plan with company-matching contributions
- Vacation days & sick days
- Company-paid holidays & floating holidays
- A company mindset that prioritizes health, safety, and flexibility
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