Head of Conversion Rate Optimisation & UX
3 days ago • Be among the first 25 applicants
About NRLA
The National Residential Landlords Association (NRLA) is the UK's largest membership organisation for private residential landlords, representing more than 100,000 members across England and Wales. Created by landlords, for landlords, it provides all the tools, guidance and solutions needed to run a compliant and successful lettings business, whether you manage large portfolios or hold a single let.
NRLA is a member‑first organisation that places innovation at the heart of everything we do – we have invested in proptech solutions, such as the acquisition of property safety certification firm Safe2 and the development of the property management system Portfolio. Our workplace culture has earned Investors in People Gold status and the Sunday Times’ “best companies to work for in the UK.” Offices sit in Central Manchester and Central London with flexible hybrid working options; most employees work from home four days a week, one day in the office.
What You’ll Experience
We are looking for a professional, adaptable and innovative strategic leader to head our Conversion Rate Optimisation (CRO) and User Experience (UX) initiatives. You will drive the digital customer journey from awareness through acquisition, engagement and renewal, ensuring measurable commercial growth and exceptional member experience.
Key Benefits
* 25 days annual leave, increasing to 26, 27 and 28 days after three, five and seven years of service respectively
* Additional annual day off for your birthday
* Salary exchange pension scheme
* Life assurance
* Cash plan health and wellbeing benefit, including an Employee Assistance Programme and counselling service
* Sick pay
* Cycle purchase loans, season ticket loans and interest‑free staff loans
* Complimentary NRLA membership
* Non‑contractual annual performance‑related bonus scheme
* Enhanced maternity and paternity pay
Scope of the Job
As Head of CRO & UX you will own the full experimentation roadmap, optimise customer journeys and elevate our UX to positively impact measurable business growth across key products and commercial partners. You will combine analytical thinking, user‑centred design and deep understanding of user behaviour to improve conversion rates, engagement and member satisfaction.
Responsibilities
Conversion Rate Optimisation
* Own the CRO roadmap across web and mobile experiences.
* Lead research, hypothesis development and prioritisation for A/B and multivariate testing.
* Analyse user behaviour, funnel performance and conversion drivers using tools such as Google Analytics and Hotjar.
* Partner with Acquisition and Lifecycle Managers to align optimisation efforts with campaign, onboarding and renewal goals.
* Collaborate with Product, Design and IT teams to deploy test variants and track experiment outcomes.
* Continuously refine landing pages, onboarding flows, checkout funnels and messaging for maximum conversion impact.
User Experience
* Oversee UX strategy, ensuring intuitive, frictionless and user‑centric digital experiences.
* Lead user research initiatives, including usability studies, interviews, behavioural analytics, persona development and journey mapping.
* Partner with designers to develop wireframes, prototypes and design systems aligned with brand standards.
* Work with Brand and Content teams to optimise creative assets and messaging for clarity, engagement and conversion.
* Advocate for UX best practices and ensure accessibility compliance (e.g., WCAG standards).
Leadership & Strategy
* Build and manage a high‑performing CRO & UX team.
* Align strategic initiatives with company OKRs and growth goals.
* Develop a culture of experimentation and continuous improvement.
* Communicate test outcomes, insights and recommendations to senior leadership and key stakeholders.
Person Specification – Requirements
* 7+ years of experience in CRO, UX, UI or Product Optimisation roles.
* Proven track record of improving web and/or app conversion funnels with measurable results.
* Strong understanding of UX principles, user psychology and customer journey mapping.
* Proficiency with analytics and testing tools (e.g., Google Analytics, Optimizely, VWO, Figma, Hotjar).
* Strong communication skills with the ability to influence across departments.
* Exceptional analytical and problem‑solving skills with a data‑first approach.
* Experience building and/or mentoring teams.
Closing Date
12 pm on Friday 28th November (the employer reserves the right to close early if a sufficient number of applications are received).
Location
Manchester, England, United Kingdom
Recruitment
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