Digital Optimisation Manager

CLOSING DATE 07/05/2023

Team: Customer Experience

Reporting to: Chief Experience Officer (CXO)

Salary: Negotiable

Location: Fully remote (need to be UK resident and based)

Hours: Full-time 37.5 per week

About the Role

At Peppercorn, we're driven by data and continuous improvement, and our top priority is delivering the best possible experience to empower our customers. 

As our Optimisation Manager, you’ll play a critical role in achieving this goal by optimising performance across the entire customer experience and wider business goals. 

What sets us apart is that we’re a Conversational AI-first customer experience, which offers you the opportunity to work with new and unique data sets to create your plans and tests. 

We're looking for someone who is experienced in delivering increased performance and growth through various means, including behavioural optimisation of the UX/UI, language, and data-driven methods such as A/B testing and multivariate testing.

We value innovation, creativity, and experimentation, and we're looking for someone who shares our passion for data-driven decision-making and continuous improvement. 

Overview of responsibilities

• Define, and manage an optimisation roadmap against current business goals and self-identified opportunities. Including planning, implementing, prioritising, measuring and reporting progress/results.

• Identify opportunities to utilise behavioural optimisation techniques to enhance the UX/UI and achieve increased performance against our business goals.

• Conducting testing such as A/B testing and multivariate testing to compare results of different versions and combinations of content or design elements.

• Collate and organise your data sets to allow you to accurately measure performance. Monitor key metrics and identify areas for improvement, taking action to address any issues or opportunities.

• Work closely with colleagues across the business including Conversational Design, Service, Tech, Pricing, Data and Underwriting to understand wider business goals teams and ensure alignment on optimisation efforts.

• Present findings, insights, and recommendations to key stakeholders and senior leadership to drive decision-making.

• Identify opportunities to benchmark performance against competitors.

• Stay up-to-date with industry trends and emerging technologies, incorporating new learnings into optimisation strategies.

Optimisation across the business

As our Optimisation Manager, your role goes beyond a singular focus on the sales journey. You'll be examining customer experience journeys across the wider business to identify strategies that reduce the risk of fraud and misrepresentation, and improve performance in identifying vulnerabilities and reducing complaints. 

About You - Things you’ll need

• A strong understanding, interest and experience in implementing improvements based on psychology (e.g. cognitive and behavioural) and methodologies that influence user behaviour.

• Highly skilled at collating, refactoring and analysing data, interpreting results, and making decisions based on data insights. You’ll have experience in collating and handling large data sets to make informed decisions and recommendations - using Business intelligence software:  Tableau, Power BI, Looker.

• Be able to communicate effectively with cross-functional teams, stakeholders, and senior leadership to ensure alignment on optimisation efforts.

• Be able to recommend changes to the digital experience that better meet customer needs and resolve pain points, taking into consideration our NPS, CSAT, complaints analysis and other measures.

• Maintain an excellent standard of attention to detail to ensure the reliability of your data collection, testing and reporting.

• Manage multiple projects simultaneously, prioritise tasks, and meet deadlines. You’ll need to be able to organise your workload. 

• You’ll be conscious about staying up-to-date on new technologies, methodologies, and best practices in optimisation.

• You have the ability to form productive working relationships with multiple stakeholders. 

• The ability to use your experience and knowledge to effect positive change across a range of customer journeys and business goals.

• A comprehensive understanding of website user tracking and analytics - software such as Google or Adobe Analytics.

Additional things that may make it easier for you to do the job

• Knowledge of working in a regulated environment, financial services sector and car insurance.

• Experience working in a start-up company or newly created business channel.

• Experience with agile development methodologies in Software Development Life Cycle management.

• Experience of using interaction design tools like Adobe XD, Figma, Miro etc.

• Experience implementing SEO strategies and using SEO performance monitoring tools. 

• Knowledge of Tag Management tools (such as GTM, Adobe Tag Manager, Tealium)