Job Introduction
E Commerce & CRO Lead - 12-month FTC Salary £37,000-£45,000 (Dependent On Experience) 12-month Fixed Term Contract FT - 35 hours per week Hybrid - London/Folkestone - Travel to the Folkestone/London Office a couple of times per month Here at Saga, we are looking for an E-commerce & CRO Lead to join us. This is a hands-on delivery role, leading the management of Saga’s online Quote & Buy journeys and customer account area. You will be responsible for the day-to-day operation of our core systems, ensuring all development, issues, and changes are managed effectively, and act as a lead representative for Digital Marketing to enhance customer experience and business benefits for our insurance sector. This role is varied and will work cross-functionally to help set the team’s strategy on the customer journey. You’ll utilize our Adobe Analytics and Target tools, along with session replay tools, Medallia, and other data sources to understand our insurance customers' online experience, identify issues and opportunities, and implement an optimization & personalization roadmap, working closely with marketing, IT, product, and project teams. We require experience in eCommerce, Conversion Rate Optimization, or digital product roles, with a focus on championing user experience. Knowledge of digital analytics, testing, and replay tools, and the ability to extract and manipulate data, are essential. Experience in digital project and/or product management within a fast-paced, Scrum environment, with strong stakeholder management and presentation skills, is also required. Role Responsibilities
Be the SME for Saga’s online quote and buy journeys and self-service account area, leading optimization activities and supporting the CRO Manager with BAU changes. Use your CRO expertise to propose improvements to the online customer journey, managing these from planning through to analysis, in collaboration with IT teams within a Scrum framework. Support planning, delivery, and forecasting of the CRO program, ensuring deadlines are met and risks are managed. Manage relationships and communicate effectively with stakeholders at all levels, including external partners and agencies. Lead a project to redesign the health insurance quote engine, overseeing development, testing, and establishing performance metrics post-launch. Report on the performance of digital journeys and collaborate on KPI improvements. Advise on UX/UI and digital experience best practices across marketing and campaigns. The Ideal Candidate
Knowledge of digital trends and competitor analysis. Experience with Adobe Analytics & A/B testing tools; Adobe Experience Cloud is desirable. Project/product management experience. Excellent communication and interpersonal skills. Proactive, analytical, and strategic thinker. Experience with web development tools, data layers, and web tools. Ability to develop strategic testing plans and interpret A/B test results. Experience with analytics tools like Google Analytics and CRO tools such as Adobe Target/Tealium. Basic knowledge of HTML/CSS and JS/jQuery. Saga values include: Make it Happen, Do the Right Thing, Customer First, Excellence Every Day, Our People Make Us Special.
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