Full job description

Up to £60,000 + up to 20% bonus
Hybrid - London (2 days per month in Romford)
I’m hiring a Customer Experience Optimisation Manager to join a growing, tech-focused insurance business and take ownership of experimentation and optimisation across the full customer journey.
This is a high-impact role, owning how the business tests, learns, and improves performance across marketing and digital channels.
The companyA modern, fast-growing travel insurance provider operating across multiple brands, focused on delivering strong customer experiences in a highly regulated space.
They sit somewhere between a tech business and a traditional insurer - meaning fast-paced, data-driven, and highly commercial.
The roleYou’ll be responsible for building and owning the experimentation strategy across the business, working across marketing, customer experience, and product teams.
This is not a narrow product analytics role - it’s holistic experimentation ownership across all channels.
What you’ll be doing*Own the experimentation roadmap and CRO strategy across the full customer journey
*Design and run A/B tests across email, website, and direct marketing channels
*Identify customer pain points and define optimisation opportunities
*Work with UX, engineering, and marketing teams to implement tests and improvements
*Analyse results and turn findings into scalable business improvements
*Build frameworks for testing, measurement, and continuous optimisation
*Drive a culture of data-driven experimentation across the business
What you bringMust-haves*Strong experience working in CRO / experimentation / optimisation roles
*Proven experience owning an experimentation roadmap (not just contributing)
*Hands-on experience running A/B and multivariate testing at scale
*Experience identifying customer journey pain points and driving improvements
*Strong stakeholder skills - able to work across marketing, product, and tech
*Experience with experimentation tools (e.g. Optimizely, VWO, AB Tasty, etc)
Strongly preferred*Experience in insurance, financial services, telecoms, or regulated industries
*Experience across multiple channels (email, website, direct marketing)
*Background in conversion rate optimisation or digital performance
*Experience in fast-paced, commercial environments (e.g. retail, travel, eCommerce)
Not the right fit if:*You’re a pure product analyst who only occasionally runs tests
*You haven’t owned end-to-end experimentation strategy
*Your experience is heavily skewed toward reporting, not testing
What they’re looking for*5-6+ years’ experience
*A confident, independent operator - able to own this function end-to-end
*Strong commercial mindset and focus on measurable outcomes
*Someone who can translate testing into real business impact
The team*Reports into Head of Marketing / Customer Experience
*Works alongside marketing, CRM, UX, and product teams
*Dedicated CX function already in place - this role adds deep experimentation capability
Why this role*Full ownership of experimentation across an entire business
*Opportunity to shape a CRO capability from the ground up
*High visibility across senior stakeholders
*Work in a fast-growing, modern insurance business
*Flexible hybrid working (only 2 days per month in office)
Package*Up to £60,000 salary
*Up to 20% discretionary bonus
Interview process*Stage 1: Intro conversation
*Stage 2: Technical + presentation (experimentation focus)
*Final stage: Leadership discussion
If you’re someone who has owned experimentation end-to-end and wants a role with genuine autonomy and impact, this is a great opportunity.