At a Glance
- Tasks: Lead the digital customer journey and drive conversion through data-led experimentation.
- Company: Join a multi-award-winning travel insurance group with a strong customer-first culture.
- Benefits: Competitive salary, bonus, remote work, and opportunities for professional growth.
- Other info: Collaborative team environment with a focus on innovation and emerging technologies.
- Why this job: Make a real impact on customer experience across multiple brands and markets.
- Qualifications: Experience in CRO, data analysis, and a passion for optimising customer journeys.
The predicted salary is between 60750 - 74250 £ per year.
If you’re a strategic CRO professional who enjoys owning the full customer journey, building experimentation roadmaps and turning insight into measurable commercial growth, this could be an excellent opportunity to make a real impact across multiple brands and markets!
The Company
A leading, multi-award-winning travel insurance group is continuing to invest in its digital customer experience and optimisation capabilities. The group operates several well-established travel insurance brands across the UK, Ireland and Australia, with further international expansion planned. Its flagship brand specialises in providing travel insurance for customers who may have more complex requirements, including those with pre-existing medical conditions. With a strong customer-first culture and a reputation as one of the UK's top insurance companies to work for, the business is now looking to strengthen its CX and CRO capability with a dedicated CRO Manager.
The Role
Reporting directly into the Head of Marketing, you’ll sit within a small team of three and take ownership of the end-to-end digital customer journey across the group’s brands. This is a highly hands-on role, but with a strong strategic element. You’ll be responsible for shaping the optimisation vision, building the roadmap and identifying where experimentation and customer insight can have the greatest commercial impact. You’ll work closely with Development, UX, Pricing and Customer Operations teams to deliver experimentation, personalisation and wider CX initiatives.
Key responsibilities will include:
- Owning the end-to-end conversion journey, with accountability for conversion, revenue and customer experience
- Building and delivering a data-led experimentation and CRO roadmap
- Identifying opportunities to improve conversion, upsell, retention and ancillary product performance
- Using analytics, customer insight, user testing, session recordings and performance data to identify optimisation opportunities
- Managing and delivering A/B testing and experimentation, ensuring successful tests are implemented into production
- Working with technical teams on tracking, experimentation architecture and scalable optimisation capabilities
- Developing a roadmap around personalisation, experimentation and customer experience
- Defining CX performance indicators and presenting recommendations and results to senior stakeholders
- Working across UK and Gibraltar-based teams to deliver CX initiatives
- Exploring emerging technologies, AI and new approaches to digital optimisation
The business already has a roadmap in place, so you’ll have a strong foundation to build upon while bringing your own strategic thinking and experience to the function.
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