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Customer Experience Manager
3 months ago
A B2C financial services provider is seeking an ecommerce Customer Experience Owner to define and implement programmes that cut across multiple channels and products.
Responsibilities:
- Define and run CX programmes and projects that cut across multiple channels and products
- Explore and introduce new capabilities that will make match the business future proofed and deliver opimisation across CRM, personalisation, optimisation, and experimentation.
- Provide end-to-end guidance and support to product teams across the life cycle of an experiment
- Proactively propose opportunities identified from experimentation results and data to stakeholders.
- Team up with the product managers to identify the key metrics for prioritising and own the roadmap by identifying the biggest opportunities for growth.
- Provide thought-leadership and guidance on how to continuously evolve.
- Guide the product teams in analysis and translate data to interpret product changes - (A/B test, switchback experiment etc.) and vice-versa
- Execute and evolve the standardised experimentation process working closely with the product peers, development team, data scientists and other stakeholders
Requirements:
- Proven experience of delivering customer experience / CX
- Good knowledge across a range of CRO research and testing tools (Google Analytics, VWO, Optimizely, with a particular focus on Adobe Target).
- Experience in insight and analysis, hypothesis generation & testing roadmap strategy
- Excellent hands-on digital CRO skills with proven ability to review customer journeys, funnel analysis and content performance data
- Experience of working in an extended Product Team to drive roadmaps and development activity.
- Strong knowledge of quantitative optimization techniques.
- Excellent Numerical and Presentation skills.
- A passion for the customer and ability to drive improvement in that improves satisfaction.
- Please do not apply if you require sponsorship
£55-60,000 Base Salary
12-month FTC
ASAP start
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