Head of CRO and UX

Please note the closing date for this role is
12 pm on Friday 28th November
. However, we reserve the right to close it early if we have a sufficient number of applications.

The NRLA package:

• 25 days annual leave increasing to 26 days with three years' service, 27 days with five years' service and 28 days with seven years' service
• Additional annual day off for your birthday
• Salary exchange Pension scheme
• Life assurance
• Cash plan health and wellbeing benefit including Employee Assistance Programme and counselling service
• Sick pay
• Cycle purchase loans, season tickets loans and interest free staff loans
• Complimentary NRLA membership
• Non contractual annual performance-related bonus scheme
• Enhanced maternity and paternity pay

Main and Scope of the Job

We are seeking a strategic, data-driven Head of CRO & UX to lead our conversion optimisation and user experience initiatives within the Marketing function. This role is central to ensuring that all digital journeys (from awareness through to acquisition, engagement, and renewal) are optimised to deliver commercial growth and exceptional member experience. You will own the full experimentation roadmap, optimise customer journeys, and elevate our UX to positively impact measurable business growth across our key products and strategic commercial partners. You will combine analytical thinking, user-centred design, and a deep understanding of user behaviour to improve conversion rates, engagement, and member satisfaction.

Duties and Key Responsibilities

Conversion rate optimisation:

• Own the CRO roadmap across web and mobile experiences.
• Lead research, hypothesis development, and prioritisation for A/B and multivariate testing.
• Analyse user behaviour, funnel performance, and conversion drivers using tools such as Google Analytics and Hotjar.
• Partner with Acquisition and Lifecycle Managers to align optimisation efforts with campaign, onboarding, and renewal goals.
• Collaborate with Product, Design, and IT to deploy test variations and track experiment outcomes.
• Continuously refine landing pages, onboarding flows, checkout funnels, and messaging for maximum conversion impact.

User experience:

• Oversee UX strategy, ensuring intuitive, frictionless and user-centric digital experiences.
• Lead user research initiatives, including usability studies, interviews, behavioural analytics, persona development, and journey mapping.
• Partner with designers to develop wireframes, prototypes, and design systems aligned with brand standards.
• Work with the Brand and Content teams to ensure creative assets and messaging are optimised for clarity, engagement, and conversion.
• Advocate for UX best practices across the organisation and ensure accessibility compliance (e.g., WCAG standards).

Leadership & strategy:

• Build and manage a high-performing CRO & UX team.
• Align strategic initiatives with company OKRs and growth goals.
• Develop a culture of experimentation and continuous improvement.
• Communicate test outcomes, insights, and recommendations to senior leadership and key stakeholders.

Person Specification

Requirements:

• 7+ years of experience in CRO, UX, UI, or Product Optimisation roles.
• Proven track record of successfully improving web and/or app conversion funnels with measurable results.
• Strong understanding of UX principles, user psychology, and customer journey mapping.
• Proficiency with analytics and testing tools (e.g., Google Analytics, Optimizely, VWO, Figma, Hotjar, etc.)
• Strong communication skills with the ability to influence across departments.
• Exceptional analytical and problem-solving skills with a data-first approach.
• Experience building and/or mentoring teams.

The NRLA: Who We Are:

The National Residential Landlords Association (NRLA) is the UK's largest membership organisation for private residential landlords, representing and supporting over 100,000 members across England and Wales. Created by landlords, for landlords, the NRLA provides everything from expert advice and essential documents to innovative proptech solutions like Safe2 and Portfolio, helping members navigate the complex lettings landscape and run successful, compliant businesses.

As a fast-paced, forward-thinking organisation with Investors in People Gold status and recognition from
The Sunday Times
as one of the UK's best companies to work for, the NRLA offers an inclusive and creative workplace where innovation thrives. Based in central Manchester and London with hybrid options, we're looking for professional, adaptable, and ambitious individuals to join our team. In return, we offer excellent training, career development opportunities, and a competitive salary and benefits package.