To identify, define and integrate new CX capabilities (inc. tools / technology, people & process) into the brand, in-line with the Customer & CX strategy, working from idea to BAU adoption.

Client Details

Financial services organisation in Central London

Description

Identify, define and run programmes and projects for CX that cut across multiple channels, products, systems and functions, and doing this to time, budget and scope

The role holder will constantly explore and introduce new capabilities that will make the brand match fit and future proofed.

While the main focus of the role holder will be in delivering optimisation and experimentation , they will also have to support with other capabilities. Capabilities that we have already identified include CRM, personalisation, optimisation, and experimentation.

You will be an ambassador of making data an experience advantage. Your mission is to take the culture of experimentation to the next level to support the brand's transformation. The goal is to identify and unlock value creating opportunities.

As an expert in optimisation and experimentation, you will provide end-to-end guidance and support to product teams across the life cycle of an experiment- that includes phases like generating hypothesis, experiment design, instrumentation, setup, launch, measure and interpret results.

You will proactively propose business action and opportunities identified from experimentation results and data to stakeholders.

You will team up with the product managers to identify the key metrics for prioritising and own the roadmap by identifying the biggest opportunities for growth.

You will provide thought-leadership and guidance on how to continuously evolve and the experimentation process and platform - tools, dashboards and frameworks.

You will provide guidance to product teams in analysis of complex experiments.

You will own, execute and evolve the standardised experimentation process working closely with the product peers, development team, data scientists and other stakeholders.

Profile

· Proven experience of delivering marketing and CX, projects and initiatives

· Experience in insight and analysis, hypothesis generation, testing roadmap strategy and management and end-to-end test implementation and results reporting

· Excellent hands-on digital CRO skills with proven ability to review customer journeys, funnel analysis and content performance data, identify key trends and opportunities, putting forward hypotheses and delivering recommendations

· Good knowledge across a range of CRO research and testing tools

· Experience of working in an extended Product Team to drive roadmaps and development activity.

· Strong knowledge of quantitative optimization techniques.

· A passion for the customer and ability to drive improvement in that improves satisfaction.

· Fantastic communication skills

· Stakeholder engagement across organisational boundaries, including both engaging and influencing key stakeholders, and managing multiple stakeholders to gain agreement on key decisions

· Excellent problem-solving skills - including resolving issues and initiating corrective actions

· Experience of working with and managing external partners to deliver successful outcomes

Job Offer

• 12 month FTC
• Salary up to 60,000
• 3 days a week in the office in Central London
• Reporting to Digital Lead