Digital Optimisation Experience Manager (12 months)

NatWest Group; London; Remote; GBP 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a Digital Optimisation Experience Manager to enhance customer journeys through innovative digital solutions. In this role, you will collaborate with stakeholders to identify friction points and implement A/B testing and web personalization strategies. Your expertise in data analysis and content management will be crucial in delivering exceptional customer experiences. Join a dynamic team that values creativity and continuous improvement, and play a key role in shaping the bank of the future. This is a fantastic opportunity to make a significant impact in a fast-paced environment.

Qualifications

• Experience in optimizing digital customer experiences and conversion rates.
• Proficiency in data analysis and A/B testing to enhance user engagement.

Responsibilities

• Manage design and delivery of digital experiences to enhance customer value.
• Analyze and improve customer journey through data-driven insights.

Skills

Customer Experience Optimization

Conversion Rate Optimization

Data Analysis

Creative Mindset

Communication Skills

Tools

Adobe Experience Manager

Adobe Analytics

Google Analytics

Adobe Target

Contentsquare

Job description

Join us as a Digital Optimisation Experience Manager

• If you’re passionate about optimising digital experiences and have a strong understanding of conversion rate optimisation practices, we’d like to hear from you.
• We’ll look to you to manage the design and delivery of the bank of the future by delivering increased customer value and effortless customer experiences through web optimisation and content improvement.
• You’ll be joining a fast-paced and customer-focused centre of excellence that champions innovative thinking and problem-solving to find and fix customer pain points.
• We're offering this role for a period of 12 months.

What you'll do

As a Digital Optimisation Experience Manager, you'll be working with a range of stakeholders to analyse, identify and deliver improvements to the digital customer experience. You’ll focus on systematically removing friction within the customer journey through web personalisation practices, A/B testing, and refining customer-facing content.

You'll be designing and implementing research to get customer feedback to understand how we can deliver experiences that can better meet customer needs and resolve pain points. In addition, you'll be enhancing the capability of colleagues through coaching and sharing insights and best practices.

Your role will also involve:

• Monitoring competitor activity and identifying responses to market changes.
• Facilitating the planning, timing and execution of delivery roadmaps and the backlog.
• Undertaking A/B testing and experimentation to validate the impacts of optimisation activities.
• Working with stakeholders to manage the delivery of change from vision and inception through to post-live validation and monitoring.
• Making sure we consider the brand, customer experience and impacts on engagement at every stage.

The skills you'll need

You'll be the voice of the customer in this role, so you'll need to be passionate about customer experience and continuous improvement. You’ll also need to be proficient in using a wide range of data sources to identify points of friction in the customer journey, with the ability to build hypotheses to fix these problems and improve conversion. Along with a creative mindset, you'll be an expert in optimising digital experiences and will have a successful track record of developing innovative, impactful propositions and services.

We’ll also be looking for:

• Experience of using content management systems such as Adobe Experience Manager or similar.
• A track record of using web analytics platforms such as Adobe Analytics, Google Analytics or Contentsquare to analyse conversion and customer behaviour.
• Strong experience of using A/B testing platforms such as Adobe Target or similar.
• A talented communicator who can influence, inspire and engage customers and colleagues.
• The ability to implement strategic direction for future customer experiences.
• A proven ability to adapt to quickly changing environments, learn at pace, and encourage others to do the same.

Hours

35

Job Posting Closing Date:

27/04/2025

Ways of Working: Remote First