CX Strategy & Insights Lead

Forward Role; York and North Yorkshire; Hybrid; GBP 59,000 - 72,000; Full time

Benefits offered by this job

Health cash plan

Discounted services

25 days holiday + bank holidays

Buy and sell holiday

Pension

Learning & development support

Dog-friendly office

Job summary

Forward Role is seeking a CX Lead to help a growing multi-brand business understand how customers interact and where experiences can be improved. The role spans group level insights, with a broader remit than traditional CRO, covering both digital and offline touchpoints.

You'll talk to customers, map journeys, identify friction, and turn insights into experiments that boost conversion and customer satisfaction. Hybrid working with 3 days in York.

Qualifications

• Experience in a CX, CRO, UX or Customer Insights role.
• Strong understanding of customer journey optimisation and experimentation.
• Ability to combine customer feedback with behavioural data and business thinking.

Responsibilities

• Speak with customers to understand their experience and journey.
• Map journeys and identify opportunities to improve them.
• Use analytics tools to find friction points and drop-offs.
• Run tests and experiments to improve conversion and UX.
• Collaborate with Digital, Marketing and Analytics teams to action insights.

Skills

Customer insights

Journey optimisation

Experimentation

Stakeholder influence

Communication skills

Tools

Contentsquare

Hotjar

Clarity

Tealeaf

Job description

Forward Role is seeking a CX Lead to help a growing multi-brand business understand how customers interact and where experiences can be improved. The role spans group level insights, with a broader remit than traditional CRO, covering both digital and offline touchpoints.

You'll talk to customers, map journeys, identify friction, and turn insights into experiments that boost conversion and customer satisfaction. Hybrid working with 3 days in York.