Customer Experience Optimisation Manager

Key Responsibilities

• End-to-End Conversion Journey Optimisation: Own and optimise the end-to-end digital customer journey with direct accountability for conversion rate, revenue, and customer experience. Setting the vision and roadmap for continuous performance increase across all brands  
• Experimentation & CRO Strategy: Deliver a data-driven experimentation roadmap focused on increasing conversion, annual upsell, customer retention, and ancillary product performance across brands and markets  
• Data & Insight-Led Decision Making: Use analytics platforms, customer insights, user testing, session recordings tools, and performance data to identify key areas for improvement, generate actionable recommendations, with a focus on the changes most likely to improve the commercial metrics  
• Technical & Testing Implementation: Partner with software development, UX, pricing teams and customer operations to manage A/B testing, experimentation, tracking improvements, and scalable optimisation capabilities across digital platforms so that winning ideas reach production faster  
• Cross-Functional Collaboration: Work closely with teams in the UK and Gibraltar to deliver CX projects and a roadmap driven by data, personalisation, and experimentation 
• Performance Monitoring: Define and own CX indicators, report findings, and present prioritised recommendations to senior leadership team  
• Innovation & Continuous Improvement: Champion a culture of experimentation, continuous optimisation, and customer-centric innovation, leveraging emerging technologies, AI, and evolving digital trends to improve performance and scalability 

Skills, Knowledge and Expertise

• CX/CRO Experience: Demonstrated success in conversion rate optimisation (CRO), customer experience, or product management, ideally within insurance or financial services  
• Educational Background: A degree in Marketing, Business Administration, Product Management or related field is desirable but not essential. Relevant experience and a proven track record and equally valued  
• Analytical Proficiency: Skilled in tools like Google Analytics, Data Studio, Tableau, AB Tasty, VWO, Optimizely, or similar platforms with a knack for translating data into actionable insights  
• Tech & Design Insight: Strong understanding of front-end implementation, tagging, experimentation architecture, UX/UI principles, and personalisation capabilities  
• Project Management: Strong project management skills, adept at handling multiple CX initiatives in a dynamic environment  
• Collaborative Communicator: Excellent communication skills with the ability to interface across teams and levels, and articulate the rationale behind CX strategies 
• Experience with server-side testing and personalisation (Desirable) 
• Experience in fast-paced travel, insurance, or digital-first environments (Desirable) 
• Familiarity with AI and AI-driven optimisation and customer experience technologies (Desirable) 

Benefits

• Competitive salary of up to £60,000 per annum 
• Company-paid health cash plan  
• Company pension scheme  
• Holiday buy scheme  
• Staff discounts on travel insurance  
• Ongoing training and development  
• Clear career progression opportunities — we love promoting from within  
• A supportive, collaborative team culture where your voice matters 

About
Who We Are – AllClear Travel InsuranceAt AllClear, we believe everyone deserves the freedom to explore the world—no matter their age, destination, or medical history. Since 2000, we’ve helped over 3.5 million people get the travel insurance they need to go further, worry-free. Whether it's a once-in-a-lifetime adventure or a quick city break, we’ve got it covered.We’re proud to be one of the UK’s leading travel insurance specialists, with top-rated policies (hello, 5-star Defaqto and Which? Recommended) and a 4.9-star Trustpilot rating that speaks for itself.But here’s the bit you really want to know…Why Work With Us?We’re not your average insurance company. With five offices, 500+ amazing team members, and plenty of big ideas, we’re growing fast—and we want you to grow with us.AllClear has been recognised as one of the top 10 insurance companies to work for, and it shows in how we treat our people. We offer:Award-winning culture – Personal Lines Broker of the Year, Broker Innovation Awards, and moreFlexible working options – Because life happensCompetitive pay and benefits – Because you're worth itCareer development – We invest in your futureInclusive, supportive teams – You’ll never go it alone1-Star Best Companies Accreditation (2024) – Yep, we’re officially a great place to workCome Make a DifferenceIf you’re passionate, proactive, and ready to work somewhere that values what you bring to the table, then you’ll fit right in. We're big on integrity, innovation, and doing the right thing—for our customers and for each other.Check out our current roles—we’d love to welcome you to the AllClear family.