JOB DETAIL

Lead Web Optimisation Analyst

£45,000.00 - £55,000.00

  • sd/lmo
  • South Wales
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This is an exciting opportunity to join a forward thinking organisation in Cardiff City Centre. The main aim of the role is to continuously improve and optimise the online experience to create an industry leading experience which is compliant, cost effective and delivers income and profitability targets.

MAIN DIMENSIONS

• Website sales click-throughs and conversion

• Website self-service clicks-throughs and conversion

• Optional extra and premium finance profit

• Customer retention

 

 

KEY RESPONSIBILITIES

• Identify, test and plan the implementation of customer experience improvements with minimal adverse disruption to continually optimise the customer journey to deliver increased profitability by improving:

o Sales click-throughs, sales conversion and NRI (Non-Risk Income)

o Renewal retention rate and NRI increasingly profitably

o Self-service click-throughs and conversion including customer service and claims

o Overall online channel use

• Develop and analyse sources of data and MI to verify performance, inform new optimisation improvements and measure performance changes resulting from customer experience improvements/tests, e.g. online A-B testing and Google Analytics.

• Motivate, inspire and co-ordinate business resources and third-party partners to create a fully co-ordinated culture of continuous improvement of the online customer experience.

• Co-ordinate and work with other teams and third parties to achieve a customer experience which is joined-up and optimised across all channels and all communication mediums.

• Develop, maintain and utilise customer feedback mechanisms across the business to inform continuous optimisation. 

• Apply and keep up-to-date with leading customer experience techniques, e.g. behavioural theory, social science research, root cause analysis, lean practice.

• Ensure compliance with company standards and procedures together with all relevant legal and regulatory requirements, where appropriate implementing actions to protect the business.

PERSONAL SPECIFICATION

• Expert data analyst very highly able to analyse and interpret data, e.g. Google Analytics, web A-B testing tools, complaints data, phone call data and policy/risk data.

• Excellent communicator able to present successfully in public and one-to-one with all levels of staff from junior to CEO Work

• 2+ years’ hands-on web optimisation (ideally in financial services and/or highly regulated environment) Essential

Competencies:

• Highly motivated, self-starter

• Innately inspired to continually improve the online experience

• Highly commercial and able to understand the dynamics of the P&L

• Possess a thorough understanding of applicable online customer/user experience techniques and tools

• Good skills and knowledge relating to management of products through their lifecycle


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