Responsibilities

• Lead and develop the Customer Journey team within the Digital Commercial function, ensuring effective resource planning and prioritisation across optimisation initiatives.
• Own and evolve the optimisation strategy and backlog for key online customer acquisition journeys, including:
• UKI Consumer Direct quote and buy journey
• UKI Small Business Health Insurance Quote tools
• Clinics booking journey
• Create and manage discovery and optimisation processes, including ideation, customer validation, prototyping, experimentation and A/B testing, to identify and prioritise opportunities for improvement.
• Plan and lead the delivery of new and existing optimisation initiatives alongside a team of Customer Journey Consultants and cross-functional stakeholders.
• Build strong relationships with business stakeholders, clearly communicating journey strategy, priorities, progress, performance and outcomes, while ensuring alignment with wider business objectives.
• Use customer, behavioural and commercial data to identify insights, uncover opportunities and prioritise customer-centric improvements that drive measurable results.
• Manage development, UX and content team members to deliver website enhancements that improve customer experience and commercial performance.

Requirements

• Significant experience in website optimisation, experimentation and CRO, including ownership and management of optimisation backlogs.
• Experience leading initiatives from discovery through to delivery, using iterative and evidence-based approaches to problem solving.
• Strong understanding of customer journey management, digital acquisition and conversion optimisation principles.
• Extensive experience using data and analytics to identify opportunities, measure performance, optimise customer journeys and communicate recommendations to stakeholders.
• Experience using web analytics and experimentation platforms such as Amplitude, Adobe Target, FullStory, Contentsquare, or equivalent technologies.
• Strong knowledge of digital disciplines including web analytics, UX, customer experience, web development and SEO.
• Experience working with and managing agency partners to achieve high-quality outcomes.
• Excellent stakeholder management, communication and relationship-building skills, with the ability to influence senior leaders and manage competing priorities.
• Strong commercial awareness, with the ability to balance customer needs and business objectives.
• Experience leading, coaching and developing colleagues, enabling high performance and professional growth.

Benefits

• 25 days holiday pro rata, increasing through length of service
• An enhanced pension plan and life insurance
• Various other benefits and online discounts