Reports to: Chief Digital Officer
We require an experienced, confident, professional, highly motivated, hardworking and resourceful individual to join our Digital Team as UX Manager with responsibility for the user journey of our websites and service experience, managing budgets, delivering projects and managing UX partners.
Reporting to the CDO, the role requires excellent communication, negotiation and interpersonal skills and the ideal candidate will be a strong organiser who is able to work in a fast-paced environment and work to tight deadlines.
Candidates must have experience in a User Experience role for a B2C business and be able to demonstrate successful development of such in a digital channel.
Main Duties and Responsibilities:
Manages the User Experience of our websites through design, user testing – safeguarding an optimal customer experience and ease of use for the site through a user centred design (UCD) process
Applies a similar approach to the service experience of all client facing software applications in conjunction with the IT team
Adopting a Mobile First Design principle
Accountable for all eCommerce UX and Usability research
Through a User Centred Design Process manage comprehensive research programs for ecommerce initiatives. Methodologies will consist of competitor reviews, focus groups, field studies, usability tests, surveys, cognitive walkthroughs and other means
Working with external design and usability agencies to achieve their objectives
CRO through Multivariate and A/B testing (from hypothesis creation to influencing creatives to identifying success metrics) in conjunction with the Digital Team
Budget Control for user experience development – managing all budgets and spend
Building business cases for future UX technology investments
Achieving or surpassing all financial and operational goals set
Ensuring compliance with best business practice
Co-ordination of activities with other teams within the organisation
Keeping the digital team up to date with new technologies and practice in the UX space
Representing the Digital Team with all areas of the business to define a variety of Digital strategies
Strong user experience design skills with a proven track record in creating conversion growth through user centred design
Good understanding of relevant technologies
Effective relationship building skills with colleagues and third-party suppliers
Experience of HTML, CSS and other relevant code
A keen understanding of commercial business requirements
Ability to multi-task and prioritise workload in a fast-paced environment
Excellent interpersonal skills with the ability to deal with individuals at all levels
Demonstrates commitment to high professional ethical standards and workplace diversity
Ability to adapt to, and support others through change
Excellent time management and organisational skills
Skills and Knowledge:
5 years’ experience in a commercial UX design role
5 years’ experience of AB testing and Conversion Rate Optimisation projects
CRO software experience
Experience of Mobile First Design principles
Google Analytics (or equivalent) experience
Experience with financial budgets
Google Docs and Sheets experience
Excellent MS Office and mathematical skills
Excellent written and oral communication skills.
The ability to:
Multi-task without compromising our duty of care;
Prioritise and manage time; and
Deal with people from all backgrounds.
Excellent problem-solving and research skills.
UX experience with applications
Social Media experience
Board Level reporting experience
Board Level presentation experience