About This Role
This role is for a strategic CRO professional who will own the full customer journey, build experimentation roadmaps, and translate insights into measurable commercial growth across multiple brands and markets. It offers an opportunity to significantly impact a leading travel insurance group's digital customer experience and optimisation capabilities.
Responsibilities
- Own the end-to-end conversion journey, with accountability for conversion, revenue, and customer experience
- Build and deliver a data-led experimentation and CRO roadmap
- Identify opportunities to improve conversion, upsell, retention, and ancillary product performance
- Use analytics, customer insight, user testing, session recordings, and performance data to identify optimisation opportunities
- Manage and deliver A/B testing and experimentation, ensuring successful tests are implemented into production
- Work with technical teams on tracking, experimentation architecture, and scalable optimisation capabilities
- Develop a roadmap around personalisation, experimentation, and customer experience
- Define CX performance indicators and present recommendations and results to senior stakeholders
- Work across UK and Gibraltar-based teams to deliver CX initiatives
- Explore emerging technologies, AI, and new approaches to digital optimisation
Requirements
- Strong end-to-end CRO and customer journey optimisation experience
- A strategic mindset, with the ability to build and own an optimisation roadmap
- Strong hands-on experience delivering experimentation and A/B testing
- Experience working across the full testing lifecycle, from identifying opportunities through to implementation and measurement
- Strong commercial awareness and the ability to connect optimisation activity to revenue and conversion
- Experience with tools such as AB Tasty, Optimizely, VWO, Google Analytics or similar
- A good understanding of front-end implementation, tagging, and experimentation architecture
- Knowledge of UX/UI and personalisation principles
- Excellent stakeholder management and presentation skills
- The ability to operate in a fast-paced, hands-on environment
Nice to have:
- Experience within insurance or financial services
- Experience with server-side testing and experimentation
Benefits
Important Details
- Work format: remote-first in the UK, 2 days a month in the office
About the Company
A leading, multi-award-winning travel insurance group that 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 with complex requirements, including those with pre-existing medical conditions. The business has a strong customer-first culture and a reputation as one of the UK's top insurance companies to work for.