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Customer Experience Manager

4 months ago

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

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