Conversion Rate Optimisation Manager - 12 Month FTC

Life can sometimes be unpredictable, and it pays to plan ahead. Our aim at Legal & General Retail is to help our customers plan for the unexpected, achieve financial security for their tomorrow, and protect everything that’s important to them. To better understand our customers and meet their needs, we’ve brought our protection, retirement income, savings, lending and advice, fintech and mortgage businesses under one umbrella. Created at the start of 2022 through the merging of our long-standing and trusted retail retirement and insurance businesses, we’re a fast-growing division with big, customer-centered ambitions. 

The Conversion Optimisation Manager role draws on established skills and experience in the Conversion Rate Optimisation area, suitable for someone who is highly driven, creative, business savvy, technically minded and keen to make use of all digital capability available to identify high value opportunities and deliver customer-centric improvements across our Life Insurance digital sales journeys.

• Alongside the Senior Optimisation Manager, you will own the trading number and be responsible for developing a backlog of initiatives to help shape and improve our Digital Sales and Conversion performance.
• Define, deliver and measure the impact through test-and-learn methodology, reporting on incremental gains whilst taking successful A/B tests to production and ensuring maximum insight is gained from all experiments.
• Deliver actionable insight from qualitative and quantitative data. Drive value from all our optimisation tools, digital capability, data sources and customer research to identify the highest friction points and opportunities in the journey, focusing on segmentation and personalisation.
• Identify opportunities and build a backlog of initiatives and A/B tests aligned to core KPIs: conversion, product mix, premiums (case size) and retention metrics in prospective and customer segments.
• Define, brief and deliver A/B tests ensuring that you balance speed and quality of delivery in order to drive statistically significant, repeatable and sustainable increments of value.
• Optimise the online-to-offline customer experience to ensure a frictionless journey for customers that are not able to complete online at the point of application.

• Proven track record of delivering business solutions with demonstrable impact on customer and commercial outcomes. Demonstrable knowledge in managing the end-to-end conversion rate optimisation process.
• Multi-disciplined background, experienced in web development, web design, data science, analytics, IT systems, UX/UI and behavioural science.
• Excellent analytical capability (e.g. Adobe Analytics, Google Analytics), including working with segmented customer data to deliver personalised experiences.
• Extensive knowledge of A/B testing and statistics (e.g. Adobe Target, Oracle Maxymiser, Optimisely, VWO, etc.).
• Knowledge of front-end development (HTML/CSS/JS), tag management systems, data layers, single-page applications and content management systems.
• Experienced in using session playback, heat maps, form analytics (e.g. SessionCam, HotJar, Decibel, FullStory), direct customer feedback and usability testing (e.g. Qualtrics, Qualaroo, Usabilla, UserTesting, UserZoom)
• Collaborative, with strong relationship building skills, comfortable working with a wide range of stakeholders (developers, designers, compliance, data scientists, product managers, marketers, commercial directors, and third-party agencies). Team player, with a very strong work ethic and high energy level; desirable to have experience working with the Scrum framework as a Product Owner or Scrum team member. Excellent communication (verbal, written and presentation) and analytical skills to negotiate with various stakeholders.
• Subject matter expertise with the latest CRO and marketing technology industry trends and best practices - you’ll be our technical go-to person for day-to-day queries.

When you commit to Legal & General, we’ll commit to you too. That means we’ll recognise and reward your hard work, your performance and your contribution.

If you join us, you’ll get access to some great benefits, including 25 days holiday (excluding bank holidays), an annual supplement for private medical insurance, generous pension scheme and life assurance, We’re also proud to offer competitive family leave. 

You’ll have the opportunity to participate in our annual, performance-related bonus plan, and then there are the many discounts we offer that you can take advantage of – both for our own products and at a range of high street stores and online offerings.