Job Description

Customer Experience Optimisation Manager

Department: Marketing

Employment Type: Full Time

Location: Romford

Compensation: £50,000 - £60,000 / year

Key Responsibilities

• End-to-End Conversion Journey Optimisation: Own and optimise the end-to-end digital customer journey with direct accountability for conversion rate, revenue, and customer experience. Setting the vision and roadmap for continuous performance increase across all brands
• Experimentation & CRO Strategy: Deliver a data-driven experimentation roadmap focused on increasing conversion, annual upsell, customer retention, and ancillary product performance across brands and markets
• Data & Insight-Led Decision Making: Use analytics platforms, customer insights, user testing, session recordings tools, and performance data to identify key areas for improvement, generate actionable recommendations, with a focus on the changes most likely to improve the commercial metrics
• Technical & Testing Implementation: Partner with software development, UX, pricing teams and customer operations to manage A/B testing, experimentation, tracking improvements, and scalable optimisation capabilities across digital platforms so that winning ideas reach production faster
• Cross-Functional Collaboration: Work closely with teams in the UK and Gibraltar to deliver CX projects and a roadmap driven by data, personalisation, and experimentation
• Performance Monitoring: Define and own CX indicators, report findings, and present prioritised recommendations to senior leadership team
• Innovation & Continuous Improvement: Champion a culture of experimentation, continuous optimisation, and customer-centric innovation, leveraging emerging technologies, AI, and evolving digital trends to improve performance and scalability

Skills, Knowledge and Expertise

• CX/CRO Experience: Demonstrated success in conversion rate optimisation (CRO), customer experience, or product management, ideally within insurance or financial services
• Educational Background: A degree in Marketing, Business Administration, Product Management or related field is desirable but not essential. Relevant experience and a proven track record and equally valued
• Analytical Proficiency: Skilled in tools like Google Analytics, Data Studio, Tableau, AB Tasty, VWO, Optimizely, or similar platforms with a knack for translating data into actionable insights
• Tech & Design Insight: Strong understanding of front-end implementation, tagging, experimentation architecture, UX/UI principles, and personalisation capabilities
• Project Management: Strong project management skills, adept at handling multiple CX initiatives in a dynamic environment
• Collaborative Communicator: Excellent communication skills with the ability to interface across teams and levels, and articulate the rationale behind CX strategies
• Experience with server-side testing and personalisation (Desirable)
• Experience in fast-paced travel, insurance, or digital-first environments (Desirable)
• Familiarity with AI and AI-driven optimisation and customer experience technologies (Desirable)

Benefits

• Competitive salary of up to £60,000 per annum
• Company-paid health cash plan
• Company pension scheme
• Holiday buy scheme
• Staff discounts on travel insurance
• Ongoing training and development
• Clear career progression opportunities — we love promoting from within
• A supportive, collaborative team culture where your voice matters