Product Experience Transformation Lead

The goal is simple: regardless of whether a client is trading CFDs, buying crypto, investing in stocks or engaging with Pepperstone through another channel, the experience should feel unmistakably Pepperstone. 

We are looking for a Product Experience Transformation Lead who can look across a complex organisation and create the common thread that connects our products, channels and propositions into one distinctive, premium experience. 

Pepperstone is evolving from a leading CFD broker into a broader, trusted financial ecosystem. Alongside Pepperstone CFD, we are building Pepperstone Crypto and exploring future propositions across stocks, equities and other asset classes. 

As our ecosystem expands, we want to ensure that clients experience one cohesive Pepperstone across every interaction, from their first engagement with our brand through to becoming an active, engaged and long-term client. 

Sitting within Product and working closely across Marketing, Brand, Technology and Cross Asset Strategy, this role will establish the strategic direction for Pepperstone's digital and client experience across our expanding ecosystem. 

The initial engagement will be for six months, combining strategic direction with tangible outputs and a clear roadmap for implementation. 

The opportunity 

Today, the Pepperstone experience spans our website, mobile app, WebTrader, account management, onboarding and funding journeys, marketing channels, client communications and an expanding range of financial products. Behind these experiences, we also have an extensive estate of internal operational tooling used by our teams to serve and support clients. 

These experiences have evolved across different teams, products and points in time. Our opportunity is to bring them together around a common Pepperstone experience while setting the foundations for where the business is heading next. 

We want to establish: 

• What makes an experience unmistakably Pepperstone. 

• What a premium and trusted Pepperstone experience means for our clients. 

• How Product, Marketing and Brand connect across the complete client journey. 

• How Pepperstone CFD, Pepperstone Crypto and future products come together as one ecosystem. 

• How our experiences can drive greater client engagement, retention and advocacy. 

• How we create scalable experience foundations that maintain quality and consistency as Pepperstone grows. 

• How we use AI-native tools and ways of working across Product and Engineering to bring high-quality new experiences to market faster. 

What you'll be responsible for 

Define the Pepperstone experience 

Establish a clear client experience strategy across Pepperstone's digital estate, creating greater alignment between our website, mobile app, WebTrader, account experiences and wider digital touchpoints. 

Define the visual, interaction and experience principles that make every interaction recognisably Pepperstone, while raising the overall quality and consistency of our digital ecosystem. 

Shape our multi-product future 

Define how Pepperstone CFD, Pepperstone Crypto and future propositions such as stocks and equities should coexist as part of one trusted financial ecosystem. 

Establish what should remain common across Pepperstone, where individual products require appropriate differentiation, and how clients should discover, navigate and move between our products as the ecosystem expands. 

Ensure the foundations we establish today can accommodate new products and propositions without creating fragmented client experiences in the future. 

Connect Product, Marketing and Brand 

Create stronger alignment between the experience clients encounter before becoming customers and the experience they receive once inside our products. 

Review how Pepperstone is represented across our website, CRM, marketing, sponsorships, communications and digital products and establish the common principles that should connect them. 

Help define how Pepperstone's proposition and brand are expressed consistently across customer touchpoints, ensuring clients experience one recognisable Pepperstone regardless of channel or product. 

Drive engagement, retention and advocacy 

Identify opportunities to create a more valuable and engaging relationship between Pepperstone and its clients. 

Work with Product teams to explore how capabilities such as in-product banners, client inbox and messaging, notifications, personalised experiences, market content, product discovery and contextual communications can create meaningful reasons for clients to return and engage. 

These capabilities should feel relevant and valuable rather than simply becoming additional promotional surfaces. 

Ultimately, our experiences should contribute to clients returning more frequently, discovering greater value across Pepperstone and developing a deeper relationship with the ecosystem. We want clients to recognise the experience, advocate for it and instinctively say: "That's Pepperstone." 

Establish shared experience foundations 

Create the foundations for a more consistent and scalable Pepperstone experience spanning mobile, web, internal tooling and future products. 

Establish reusable principles, components and interaction patterns that improve quality and consistency while enabling teams to build and iterate quickly. 

Ensure these foundations can scale across CFD, Crypto and future propositions without every new product having to reinvent the Pepperstone experience. 

Accelerate how we bring experiences to market 

Explore and establish AI-native tools, workflows and ways of working that enable Product and Engineering teams to move from idea to validated experience faster. 

Help create an environment where teams can rapidly prototype, test and iterate while maintaining the quality, consistency and experience principles expected of Pepperstone. 

Six-month outcomes 

By the end of the initial engagement, we expect: 

Pepperstone experience diagnostic 

A clear assessment of the current experience across Product, Marketing and key client touchpoints, identifying the highest-value opportunities to improve consistency, quality, engagement and retention. 

Future Pepperstone experience vision 

An agreed strategic direction defining what a premium and trusted Pepperstone experience should be and the principles that should connect our products and channels. 

Cross-asset experience architecture 

A clear framework for how Pepperstone CFD, Pepperstone Crypto and future products such as stocks and equities come together as one cohesive ecosystem. 

Shared experience foundations 

A scalable set of experience principles, standards and reusable foundations that can be applied across mobile, web, CFD, Crypto and future propositions. 

Future-state product concepts 

Tangible high-quality concepts demonstrating how the strategy translates into our priority experiences, particularly mobile, WebTrader and our future cross-asset ecosystem. 

AI-native delivery approach 

A recommended toolkit and ways of working that enable Product and Engineering teams to prototype, validate and bring new experiences to market faster. 

12-month transformation roadmap 

A prioritised plan for moving from today's experience towards the target state, including key initiatives, implementation priorities, dependencies and recommended ways of working. 

We are looking for a senior product, experience and digital leader who combines strong customer and commercial judgement with strategic thinking and an exceptional eye for quality. 

You will ideally bring experience across financial services, trading, investing, fintech or similarly sophisticated digital products, with the ability to operate across Product, Engineering, Marketing and Brand. 

You should be equally comfortable defining a long-term experience strategy, challenging how an organisation approaches its client experience and getting close enough to individual products and journeys to materially improve their quality. 

You will be able to operate horizontally across an organisation, connect work happening across multiple teams and translate strategy into tangible experiences that clients can see and feel.