Customer Experience Manager- Customer Care

7 days ago


London, Greater London, United Kingdom EMR | Specialist in Marketing Recruitment Full time

A B2C financial services provider is seeking an ecommerce Customer Experience Owner to define and implement programmes that cut across multiple channels and products.

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.

Guide the product teams in analysis and translate data to interpret product changes - (A/B test, switchback experiment etc.) Execute and evolve the standardised experimentation process working closely with the product peers, development team, data scientists and other stakeholders
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
12-month FTC
ASAP start
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