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 will be a hands-on delivery role, leading the management of Saga’s online Quote & Buy journeys and customer account area. You will take responsibility for the day-to-day operation of our core systems, ensuring all development, issues and changes are appropriately managed and act as a lead representative for Digital Marketing to drive real customer experience and business benefit for our insurance business. This will be a varied role that will work cross-functionally and help set the strategy for the team on the customer journey.
You’ll utilise our Adobe Analytics and Target tools together with our session replay tool, Medallia and other data sources to help understand our insurance customers' experience online, highlighting key customer experience issues and opportunities to be addressed by implementing an optimisation & personalisation roadmap of activities, working together with the wider marketing, IT, product and project teams.
We need you to have experience in an eCommerce, Conversion Rate optimisation or digital product role, where you champion the user experience every day. You will need to have used digital analytics, testing and replay tools and demonstrate a working knowledge of how to extract and manipulate data and insights from these tool sets. In addition to this, any experience within digital project and/ or product management, working within a fast-paced, scrum environment where you have demonstrated strong stakeholder management and collaboration, accompanied by presentation skills to drive performance and innovation.
Role Responsibility
1. Be the Subject Matter Expert for Saga’s online quote and buy digital journeys and online self-service account area – leading on the scoping and delivery of optimisation activities and supporting the eCommerce & CRO Manager with wider BAU change stack.
2. Utilise your knowledge and experience of Conversion Rate Optimisation to challenge/propose ways that the online customer journey can be improved and optimised, whilst always championing the optimal user experience. Managing the delivery of these improvements from planning, briefing, development, QA and analysis in collaboration with IT teams in a scrum team format.
3. Support the planning, delivery and forecasting of the CRO programme, ensuring that deadlines are met and considering all elements of project delivery to mitigate risks/changes throughout the process.
4. Be able to manage relationships and communicate with stakeholders across various levels (exec to director) as well as working with external partners, agencies and consultants.
5. Leading a project to redesign the health insurance quote engine, ensuring that designs are implemented effectively, overseeing development and testing, and establishing robust reporting to measure performance once the project goes live.
6. Actively report on the performance of the online quote and buy digital journeys and online self-service account area into the wider marketing team and collaborate on opportunities to improve core KPIs.
7. Providing advice and input into other areas of marketing, campaigns and projects recommending UX/UI/digital experience best practices.
The Ideal Candidate
8. Knowledge of the latest digital trends and competitor analysis.
9. Experience with Adobe Analytics & A/B testing tools
10. Adobe Experience Cloud experience is desirable, but demonstrating experience with other digital experience analysis tools
11. Project/ Product management
12. Excellent communication & interpersonal skills
13. Proactive mindset, Analytical and strategic thinking
14. Use of dev tools in web browsers, working with data layers, and web tools
15. Ability to create a strategic test and learn plan.
16. Collating and communicating the results of AB testing (MDE, statistical significance)
17. Experience running/inputting into a CRO strategic programme
18. Experience using analytics tools e.g., Google Analytics
19. Working with CRO tools e.g. Adobe Target/Tealium
20. Have a working knowledge of HTML/CSS and JS/jQuery
Saga Values: Make it Happen, Do the Right Thing, Customer First, Excellence Every Day, Our People Make Us Special
Package Description
At Saga we recognise that our people make us special. We believe our colleagues deserve rewards for the excellence they demonstrate every single day, that's why we have put together an amazing benefits package for all colleagues.
BENEFITS AVAILABLE TO ALL COLLEAGUES:
21. 25 days holiday + bank holidays
22. Option to purchase additional leave - 5 extra days
23. Pension scheme matched up to 10%
24. Company performance related annual bonus - Up to 5%
25. Life assurance policy on joining us, 4 x salary
26. Wellbeing programme
27. Colleague discounts including family discounts on cruises, holidays and insurance
28. Range of reductions and offers from leading retailers, travel groups and entertainment companies
29. Enhanced maternity and paternity leave
30. Grandparents leave
31. Income protection
32. Access to Saga Academy, our bespoke learning platform