Up to £60,000 + up to 20% bonus Hybrid - London (2 days per month in Romford) I'm hiring a Customer Experience Optimisation Manager to join a growing, tech-focused insurance business and take ownership of experimentation and optimisation across the full customer journey . This is a high-impact role , owning how the business tests, learns, and improves performance across marketing and digital channels. The company A modern, fast-growing travel insurance provider operating across multiple brands, focused on delivering strong customer experiences in a highly regulated space. They sit somewhere between a tech business and a traditional insurer - meaning fast-paced, data-driven, and highly commercial . The role You'll be responsible for building and owning the experimentation strategy across the business, working across marketing, customer experience, and product teams. This is not a narrow product analytics role - it's holistic experimentation ownership across all channels . What you'll be doing Own the experimentation roadmap and CRO strategy across the full customer journey Design and run A/B tests across email, website, and direct marketing channels Identify customer pain points and define optimisation opportunities Work with UX, engineering, and marketing teams to implement tests and improvements Analyse results and turn findings into scalable business improvements Build frameworks for testing, measurement, and continuous optimisation Drive a culture of data-driven experimentation across the business What you bring Must-haves Strong experience working in CRO / experimentation / optimisation roles Proven experience owning an experimentation roadmap (not just contributing) Hands-on experience running A/B and multivariate testing at scale Experience identifying customer journey pain points and driving improvements Strong stakeholder skills - able to work across marketing, product, and tech Experience with experimentation tools (e.g. Optimizely, VWO, AB Tasty, etc) Strongly preferred Experience in insurance, financial services, telecoms, or regulated industries Experience across multiple channels (email, website, direct marketing) Background in conversion rate optimisation or digital performance Experience in fast-paced, commercial environments (e.g. retail, travel, eCommerce) Not the right fit if: You're a pure product analyst who only occasionally runs tests You haven't owned end-to-end experimentation strategy Your experience is heavily skewed toward reporting, not testing What they're looking for 5-6+ years' experience A confident, independent operator - able to own this function end-to-end Strong commercial mindset and focus on measurable outcomes Someone who can translate testing into real business impact The team Reports into Head of Marketing / Customer Experience Works alongside marketing, CRM, UX, and product teams Dedicated CX function already in place - this role adds deep experimentation capability Why this role Full ownership of experimentation across an entire business Opportunity to shape a CRO capability from the ground up High visibility across senior stakeholders Work in a fast-growing, modern insurance business Flexible hybrid working (only 2 days per month in office ) Package Up to £60,000 salary Up to 20% discretionary bonus Interview process Stage 1: Intro conversation Stage 2: Technical + presentation (experimentation focus) Final stage: Leadership discussion If you're someone who has owned experimentation end-to-end and wants a role with genuine autonomy and impact, this is a great opportunity.
Contact Details:
Harnham - Data & Analytics Recruitment Recruitment Team
