The Head of Branch & Retail Experience is accountable for defining and delivering the technology product strategy for Post Office branch systems and services across the UK network. This is a senior leadership role with end-to-end ownership of core branch platforms, including EPOS and branch services, playing a central part in the modernisation of legacy technology and the creation of a secure, reliable and future-ready retail experience for customers and Postmasters. Working closely with senior leaders across Technology, Branch Operations, Transformation, Commercial and Finance, the role ensures investment, delivery and risk are governed effectively while maintaining network stability and regulatory compliance throughout change.
The role sits at the centre of a major transformation programme to modernise the core branch technology estate, with a strong emphasis on transitioning from legacy systems to modern, integrated platforms underpinned by SAP-based ecosystems (e.g. S/4HANA and associated finance and retail capabilities). The Head of Branch & Retail Experience is accountable for ensuring that this evolution aligns to enterprise architecture, operating model, and long-term product sustainability.
Leading multiple product teams, the role owns the product vision, strategy, and roadmap for critical branch platforms, including EPOS, Core Branch Technology (SAP-centric platforms), and omnichannel services. It ensures that investment, prioritisation, and product decisions are driven by value, outcomes, and strategic alignment rather than delivery outputs alone.
Working closely with senior leaders across Technology, Branch Operations, Transformation, Commercial, and Finance, the role governs product direction, investment priorities, and platform evolution. It is accountable for ensuring that platforms are integrated, scalable, and future-ready, and that the transition from legacy systems to modern capabilities is delivered in a way that protects live branch operations.
