Location - Preston
Salary - £40,000 to £45,000 + Excellent Benefits
The purpose of this role is to drive the test & learn roadmap, validating value of product changes; proposing fail fast test & learn activity and informing CX decisions through learning. Optimise conversion and margin through product insights, driving changes through demonstrating value supporting backlog prioritisation.
Underpinned by focusing on continuously improving customer experience. Lead the collation, quality and use of data in order to create better insight and customer experiences as whole.
Skills: SQL/DATAWAREHOUSING/EXCEL/CRO/INSIGHT/Google ANALYTICS/TEALEF/MODELLING
Test & Learn successes/learnings
Conversion rate - Through website optimisations / CX insights
Conversion rate - Supply optimisation; Product ordering; Product visibility etc
Incremental margin driven through deployment of personalisation
High customer satisfaction (NPS) / Engagement / Retention Rates
Attachment Rates (Upsell etc)
Improved Revenue / margin generated from analytics & optimisation insight
*Great with numbers - you'll have excellent numerical and reasoning skills
*Analytics Expert - Excellent Excel skills, SQL knowledge and a solid understanding of ecommerce journeys and Conversion Rate Optimisation (CRO). Knowledge of tools such as Google Analytics, TagManager, or Session Replay tools (i.e. TeaLeaf/User Replay/Decibel Insight) beneficial.
*Customer Focused - Approach everything from the perspective of the customer, what is it they are trying to do and how easy we are making it for them.
*Support understanding of site performance in relation to trading, eg. funnel analysis
*Owns KPIs and associated reporting for local Product team/Squads needs.
*Support trading performance analysis investigating underlying technical issues and advising recommendations or leading remedial measures.
*Define, plan and implement analytics and optimisation strategy to drive improvements to all the web sites and to maximise sales performance.
*Provide strong thought leadership and expertise in the use of data, techniques and tools across Product
*Supporting the Head of Product putting in place a test & learn culture across product and key stakeholder base
*Identifying potential CX usability issues and suitable hypothesis which will lead to insightful tests
*Support the head of Product in prioritising the product backlog by identifying measurable ROI
*Develop customer insight tools and tracking in order to drive strategic innovation such as personalisation
*Responsible for the customer datawarehouse and ETL, working with the data scientists/analysts to develop the data schema to support our insight and personalisation strategies
*Work with CRM team to support better use of customer data driving improved Product Marketing initiatives (eg. customer identification, segmentation, automated triggers, progressive profiling)
*Contribute to the development of brand product strategy through better understanding of our customers and their behaviour
*Analyse traffic flows / conversion funnels to optimise conversion and customer experience across most appropriate channel
*Manage Test & Learn activity working with third party suppliers; agreeing a testing roadmap with the key stakeholders, and analysing and communicating results;
*Proactively review the website and propose improvements, championing a data-driven approach to site optimisation and usability
*Drive enhancements to site capability that reduces customer struggle, increase conversion and improve online operational efficiency
*Support in the optimisation of customer experience and the optimal use of customer data to drive profit and improved customer experience
*Ensure analytical related tools used are fit for purpose and provide flexibility required for ongoing insight and optimisation - tools include Google Analytics, Tealeaf, MVT, ETL, Modelling, SQL, VOC, etc
- Google Analytics
- Insight Analyst
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