Customer Experience Optimisation Manager

Customer Experience Optimisation Manager London - mainly remote (2x a month in office) Up to 60,000 + bonus This is an excellent opportunity to take ownership of the full digital customer journey within a growing, digitally focused business. Sitting within a small, high-impact marketing team, this role offers the chance to drive measurable commercial outcomes through experimentation, data-led decision making, and continuous optimisation across multiple brands. The Company They are a well-established, award-winning organisation operating within the insurance and financial services space. With a strong customer-first focus, they have built a reputation for delivering high-quality digital experiences at scale. The business has a growing international footprint and continues to invest in innovation, experimentation, and data-driven growth. They foster a collaborative and forward-thinking culture with a strong emphasis on performance and continuous improvement. The Role You will own and optimise the end-to-end digital customer experience, with accountability for conversion, revenue, and customer engagement across multiple markets and brands. Key responsibilities include: • Define and deliver a CRO and experimentation roadmap aligned to commercial goals • Optimise the full conversion journey to improve performance and user experience • Use analytics, user insights, and testing tools to identify opportunities for improvement • Lead and implement A/B testing and experimentation strategies across platforms • Collaborate with engineering, UX, pricing, and operations teams to scale optimisation efforts • Monitor performance metrics and present actionable recommendations to senior stakeholders • Drive innovation through experimentation, personalisation, and emerging technologies including AI Your Skills and Experience You will bring a strong blend of analytical, technical, and commercial expertise within customer experience or conversion optimisation: • Proven experience in CRO, digital optimisation, or customer experience within a commercial environment • Strong hands-on experience with experimentation and analytics tools such as Google Analytics, Optimizely, AB Tasty, or similar • Ability to translate complex data into clear, actionable insights • Strong understanding of front-end journeys, tagging, testing frameworks, and UX principles • Experience working in fast-paced, digital-first environments, ideally within financial services, insurance, or agency • Exposure to server-side testing and personalisation frameworks is beneficial • Confident stakeholder engagement and cross-functional collaboration skills What They Offer • Opportunity to join a high-performing, collaborative team • Strong focus on innovation, experimentation, and continuous development • Clear scope to shape strategy and drive measurable business impact How to Apply If you are interested in driving customer experience innovation and delivering measurable growth through CRO and experimentation, please apply with your CV to find out more.