CRO Analyst

Love2shop is a business bringing vitality to the world of reward and recognition, helping people to celebrate the moments that matter most – at home, in work, at play, or anywhere at all, really. We do that by helping people to offer the gift of choice. With an incredible range of gift cards and vouchers, Love2shop lets lucky recipients open the door to hundreds of top high street brands and retailers – and go spending! They can do that in-store or online. Sometimes we work in the consumer market, and sometimes we are all about business-to-business and insight data tells us that over 60% of the UK population recognises the Love2shop brand. This year, Love2shop has been officially recognised as one of the UK’s Best Places to Work by Great Places to Work.

This means that we join other incredible brands acknowledged as UK companies which create warm, welcoming cultures where employees are looked after and given good opportunities to thrive and succeed. We’ve been around for more than 55 years but we’re also forward-thinking and progressive having recently been acquired by UK-based company, PayPoint, so there are many exciting developments to look forward to.

We are looking to hire a CRO analyst (Conversion Rate Optimisation) to help deliver and optimise user experience across all PayPoint Group websites – ensuring these attract, retain and grow each brand’s target audience. This is a hybrid role with 2 days in the office and 3 days WFH. This is an exciting role which will help manage the end-to-end cycle of digital projects including analysing quant and qual data streams, prototyping, user-lab testing, planning, reviewing, estimating resource, designing, briefing to developers, testing in UAT and PRD (live), launching and optimising enhancements and new products for all web and digital channels.

Main Responsibilities:

• Discovery – Quantitative analysis: Working closely with the Product and Data Analysis teams to gain actionable insight from a wide variety of data sources such as Google Analytics (GA4), Convert.com, Hot Jar, Power BI reports, Salesforce Data, Surveys, Polls, Trust Pilot reviews and CX metrics.
• Lead ongoing CRO experiments and AB testing across all our channels.
• Regular reporting to key business stakeholders to drive business decisions.
• Validate – Analysis: Follow up all experiments with qualitative, quantitative and customer satisfaction analysis ensuring these feed into future iterations and strategic initiatives.
• Discovery – User Research: Lead on persona creation, customer experience mapping, objective setting, task creation, user interviews and lab sessions (both remote/local and moderated/unmoderated) to gain real insight into customer’s views and feelings.

Essential skills required:

• Commercial UX / CRO Analyst experience working with Product Teams in an agile/lean development environment.
• Proficiency using Google Analytics to research data trends, specifically related to GA goals/conversion.
• Demonstrate proficiency in research, analysis, creative thinking, and problem solving.
• High attention to detail, critical thinking, and problem-solving skills.
• Good writing and verbal communication skills (including presentation skills).
• Strong analytic skills and ability to relate results to client business objectives.
• Proficient at managing projects and able to multi-task, organise, prioritise, and structure workload.
• User research - user interviews and lab sessions (both remote/local and moderated/unmoderated) along with detailed analysis and prioritisation of findings that translate into clear presentations for wider stakeholders.
• Highly skilled and experienced in creating interactive prototypes that allow team members and customers to provide clear feedback.
• Experienced in leading new and innovative ways of working including managing Design Sprint workshops, championing design thinking and innovating across a model similar to the lean sprint model.
• Managing full UX lifecycles on projects for eCommerce across desktop, mobile and apps is essential.
• Good understanding of different frameworks for front-end and back-end web systems along with a deep knowledge of hybrid and native app specifics.
• Extensive experience in using UX design best practices to design solutions, and a deep understanding of mobile-first, responsive design and app design.
• A solid grasp of user-centred design, planning and conducting Conversion Rate Optimisation Programs including A/B testing along with heuristic analysis including usability/accessibility concerns.

Desirable skills but not essential:

• A keen interest in everything eCommerce, FinTech and cutting edge in the digital world.

What can you expect?

As well as fabulous colleagues, amazing office space and engaging work, there are loads of additional benefits we offer right now: 25 days’ holiday per year, plus bank holidays, company pension scheme, fabulous kitchen space which offers free tea and coffee, faith room open to all denominations along with dedicated kitchen space for Halal and Kosher food preparation, family friendly leave, IT equipment provided.