6 months ago
About the role
We set ourselves high standards for customer experience on LV.com. We want every customer’s journey to be exceptional, personalised and well optimised.
We need you to:
•Manage the optimisation of our digital content, from idea to final analysis.
•Scrutinise our customer journey and what our competitors are doing.
•Use your data and insight expertise to create, implement and develop A/B, MVT and retargeting test programmes.
You’ll collaborate with external partners and teams across the business, from product managers, analytics and content, to devs and designers. You’ll make sure test plans and hypotheses are robust, and use your influencing skills to get the job done.
Your tests will allow us to experiment, optimise and personalise a customer’s experience and improve conversion rates and customer satisfaction as a result. You’ll also need to develop a clear communication plan to shout about the success of the programme to stakeholders.
We need someone who understands that the way our customers prefer to do business with us changes every day. Someone who prefers to work in an agile way to deliver effective, commercial change. This person is a problem solver, an innovator and an enthusiastic influencer. They have a test and learn approach. They love a challenge, unpicking complex ideas and setting achievable goals. This person is a confident communicator with a history of delivering successful ideas.
If nothing else, they should be able to manage end-to-end digital productions from planning and documenting, right through to delivery.
What the job involves…
•Be the subject matter expert on the Maxymiser product, in particular for the Visual Campaign Builder (VCB) and the Campaign performance console.
•Co-ordinate content and other collateral from internal teams including UX, content and analytics to enable tests to be built.
•By working closely with other teams, inside and outside of Digital, understand the impact of proposed tests on other areas and understand the impact of other developments and releases on proposed tests.
•Deliver effective project management for additional development projects with Maxymiser as they arise.
•Build and execute low complexity tests/campaigns utilising the Visual Campaign Builder according to the agreed process and governance.
•Create and submit test and campaign briefs to Maxymiser for build and the approval of reciprocal documentation including build documentation and QA reports.
•Own, update, promote and deliver the test/personalisation plan.
•Take responsibility for process and governance.
•Co-ordinate customer and competitor analysis in order to identify opportunities, propose tests or back up hypotheses and benefits for tests.
•Compile and co-ordinate test ideas, including the organisation of business-focussed challenges.
•Organise and facilitate meetings with internal stakeholders and Maxymiser to understand and manage the progress, prioritisation and performance of campaigns.
•Distribute and co-ordinate campaign sign-off with Compliance, Marketing, Development and E-commerce to make sure that proposed campaigns meet agreed standards.
•Measure and promote the financial and customer benefits of the experimentation programme across the organisation.
•Work closely with the Content team and the Small change programme to ensure that the outcome of tests are delivered into the business as usual customer journey.
•Provide ongoing tracking and understanding of the performance of live campaigns through the Maxymiser portal, in order to understand progress and highlight any potential issues.
Rewards and benefits
This role is a Band C in the LV= Structure. To find out more about our bands, click to view our FAQ page here. We want you to love what you do that’s why we’ve put together a benefits package that recognises and rewards a job well done.
We’ll give you:
* 30 days' holiday, with the option to buy up to 2 additional days
* a competitive pension for which LV= will pay twice the amount you pay, up to 14% (please click here to read more about it)
* an annual bonus scheme based on company and personal performance
* Single cover private medical insurance which you can upgrade to family cover
* a flexible benefits package (e.g. discounted retail vouchers, great value dental insurance, childcare vouchers)
* a generous 25% discount off our general insurance products including home, pet and travel. Up to 50% discount on your car insurance and up to 20% discount from our life products.
To find out more about our benefits and rewards, please click here.
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