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
Requirements
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)
Tech Stack
Tableau
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
