Optimisation Manager - 12 month FTC

As an Optimisation Manager at Experian, you will be responsible for defining the optimisation strategy for our Direct-to-Consumer products. Your role will include running targeted personalisation tests, analyzing their impact on conversion rates, and experimenting with new product features. Additionally, you will focus on customer journey mapping and project management to enhance our overall commercial performance.

To qualify for the Optimisation Manager position at Experian, candidates should have experience in an optimisation, personalisation, or eCommerce role. A data-driven mindset is crucial, along with proficiency in running targeted tests and improving conversion rates. Familiarity with CRO tools and platforms will also be beneficial in this role.

Experian values work/life balance and offers a hybrid working model for Optimisation Managers, requiring only two days a week in the office. Additionally, the company provides generous annual leave, including 25 days off and three volunteering days, allowing employees ample time for personal interests outside of work.

As an Optimisation Manager at Experian, you will enjoy a comprehensive benefits package, including a competitive salary, discretionary bonuses, pension contributions, Bupa healthcare, and a sharesave scheme. You will also have the opportunity to purchase additional annual leave, ensuring you maintain a healthy work/life balance.

At Experian, the culture is centered on diversity, equity, and inclusion, promoting a healthy workplace where all employees can thrive. The company has been recognized as a Great Place To Work™ and celebrates its uniqueness by creating an engaging, collaborative, and supportive environment. Employees are encouraged to bring their whole selves to work, contributing to Experian's innovation.

When developing an optimisation strategy, it's essential to start with clear goals aligned with the overall business objectives. I would conduct a thorough analysis of existing data, identify key performance indicators, and collaborate cross-functionally to understand customer pain points. Finally, implementing A/B testing and measuring results would guide my strategy's evolution.

In my previous roles, I focused on creating tailored experiences for users by implementing personalisation tests that varied content, design, and calls to action based on customer segments. By leveraging analytics tools, I evaluated the effectiveness of these tests, which ultimately led to improved engagement and conversion rates for our products.

I have extensive experience using CRO tools like Google Optimize, Optimizely, and Hotjar. Each tool serves different purposes; for instance, while Google Optimize allows me to manage A/B tests, Hotjar provides insights into user behavior via heatmaps. Utilizing the right tools enables me to make informed decisions during testing and ensure continual improvement.

Mapping a customer journey involves outlining the steps customers take when interacting with our products. I start by gathering qualitative and quantitative data to create realistic personas and scenarios. By identifying critical touchpoints and pain points, I can design strategies that optimize each stage of the journey, ensuring a seamless experience.

Key metrics include conversion rates, bounce rates, customer engagement levels, and average order value. These KPIs help me assess the success of optimisation experiments and their direct impact on business goals. I always emphasize a data-driven approach, ensuring that decisions are supported by reliable analytics.

Integrating customer feedback into the optimisation process is crucial for success. I achieve this by utilizing surveys, user interviews, and analytics to understand customer perspectives and pain points. Regularly collaborating with customer service teams helps ensure that insights gathered from customer interactions directly inform my optimisation efforts.

I once managed a project that involved redesigning the checkout process for an eCommerce site, which resulted in a 30% increase in conversion rates. Through extensive A/B testing and customer feedback, we identified friction points and implemented changes that simplified the process, ultimately leading to better user satisfaction.

Prioritizing tests begins with a robust analysis of potential impact and effort required. I use frameworks such as the ICE (Impact, Confidence, Effort) score to evaluate ideas. This helps me focus on tests likely to yield the highest return on investment while balancing the workload and available resources.

I have managed various projects in optimisation, utilizing project management tools like Trello and Asana to ensure seamless execution. Effective communication and collaboration with cross-functional teams allow me to meet deadlines and keep projects aligned with broader business objectives, while regularly updating stakeholders on progress.

I'm drawn to Experian because of its mission to empower individuals and businesses through data-driven solutions. I appreciate the company's commitment to innovation, diversity, and employee well-being. The Optimisation Manager role aligns perfectly with my skills and passion for improving customer experiences and achieving measurable results.