Our people work differently depending on their jobs and needs. From home working to job sharing, visit the remote and flexible working page on our website to find out more.

This role is based in the United Kingdom and as such all normal working days must be carried out in the United Kingdom.

Join us as a Digital Optimisation Experience Manager

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• If you’re passionate about optimising digital experiences and have a strong understanding of conversion rate optimisation practices, we’d like to hear from you
• We’ll look to you to manage the design and delivery of the bank of the future by delivering increased customer value and effortless customer experiences through web optimisation and content improvement
• You’ll be joining a fast paced and customer focused centre of excellence that champions innovative thinking and problem solving to find and fix customer pain points

What you'll do

As a Digital Optimisation Experience Manager, you'll be working with a range of stakeholders to analyse, identify and deliver improvements to the digital customer experience. You’ll focus on systematically removing friction within the customer journey through web personalisation practices, A/B testing and refining content.

You'll be designing and implementing research to get customer feedback to understand how we can deliver experiences that can better meet customer needs and resolve pain points. In addition, you'll be enhancing the capability of colleagues through coaching and sharing insights and best practices.

Your role will also involve:

• Monitoring competitor activity and identifying responses to market changes
• Facilitating the planning, timing and execution of delivery roadmaps and the backlog
• Undertaking A/B testing and experimentation to validate the impacts of optimisation activities
• Working with stakeholders to manage the delivery of change from vision and inception through to post-live validation and monitoring
• Making sure we consider the brand, customer experience and impacts on engagement at every stage

The skills you'll need

You'll be the voice of the customer in this role, so you'll need to be passionate about customer experience and continuous improvement. You’ll also need to be proficient in using a wide range of data sources to identify points of friction in the customer journey, with the ability to build hypotheses to fix these problems and improve conversion.

Along with a creative mindset, you'll be an expert in optimising digital experiences and will have a successful track record of developing innovative, impactful propositions and services.

We’ll also be looking for:

• Experience of using content management systems such as Adobe Experience Manager or similar
• A track record of using web analytics platforms to analyse conversion
• Experience of using A/B testing platforms such as Adobe Target or similar
• A talented communicator who can influence, inspire and engage customers and colleagues
• The ability to implement strategic direction for future customer experiences
• A proven ability to adapt to quickly changing environments, learn at pace, and encourage others to do the same

If you need any adjustments to support your application, such as information in alternative formats or special requirements to access our buildings, or if you’re eligible under the Disability Confident Scheme please contact us and we’ll do everything we can to help.