Customer Experience Optimisation Manager in Romford

Are you passionate about elevating customer experience and have a strong drive for innovation? The InsurEvo Group is seeking an experienced Customer Experience Optimisation Manager to own and lead customer experience (CX) initiatives and optimise the customer journeys delivering measurable commercial outcomes across our brands, including AllClear, InsureandGo, and JustCover.

Key Responsibilities

• End-to-End Conversion Journey Optimisation: Own and optimise the end-to-end digital customer journey with direct accountability for conversion rate, revenue, and customer experience. Setting the vision and roadmap for continuous performance increase across all brands.
• Experimentation & CRO Strategy: Deliver a data-driven experimentation roadmap focused on increasing conversion, annual upsell, customer retention, and ancillary product performance across brands and markets.
• Data & Insight-Led Decision Making: Use analytics platforms, customer insights, user testing, session recordings tools, and performance data to identify key areas for improvement, generate actionable recommendations, with a focus on the changes most likely to improve the commercial metrics.
• Technical & Testing Implementation: Partner with software development, UX, pricing teams and customer operations to manage A/B testing, experimentation, tracking improvements, and scalable optimisation capabilities across digital platforms so that winning ideas reach production faster.
• Cross-Functional Collaboration: Work closely with teams in the UK and Gibraltar to deliver CX projects and a roadmap driven by data, personalisation, and experimentation.
• Performance Monitoring: Define and own CX indicators, report findings, and present prioritised recommendations to senior leadership team.
• Innovation & Continuous Improvement: Champion a culture of experimentation, continuous optimisation, and customer-centric innovation, leveraging emerging technologies, AI, and evolving digital trends to improve performance and scalability.

Skills, Knowledge and Expertise

• CX/CRO Experience: Demonstrated success in conversion rate optimisation (CRO), customer experience, or product management, ideally within insurance or financial services.
• Educational Background: A degree in Marketing, Business Administration, Product Management or related field is desirable but not essential. Relevant experience and a proven track record are equally valued.
• Analytical Proficiency: Skilled in tools like Google Analytics, Data Studio, Tableau, AB Tasty, VWO, Optimizely, or similar platforms with a knack for translating data into actionable insights.
• Tech & Design Insight: Strong understanding of front-end implementation, tagging, experimentation architecture, UX/UI principles, and personalisation capabilities.
• Project Management: Strong project management skills, adept at handling multiple CX initiatives in a dynamic environment.
• Collaborative Communicator: Excellent communication skills with the ability to interface across teams and levels, and articulate the rationale behind CX strategies.
• Experience with server-side testing and personalisation (Desirable).
• Experience in fast-paced travel, insurance, or digital-first environments (Desirable).
• Familiarity with AI and AI-driven optimisation and customer experience technologies (Desirable).

Benefits

• Competitive salary of up to £60,000 per annum.
• Company-paid health cash plan.
• Company pension scheme.
• Holiday buy scheme.
• Staff discounts on travel insurance.
• Ongoing training and development.
• Clear career progression opportunities — we love promoting from within.
• A supportive, collaborative team culture where your voice matters.