Digital Content & Optimisation Lead

Digital Content & Optimisation Lead

As a Digital Optimisation Lead, you will play a critical role in driving the continuous improvement of our digital customer experience across our grocery website and app, ensuring alignment with our commercial objectives. This role requires a strong aptitude for web data interpretation and collaboration, leveraging data insights to identify strategic opportunities, address customer challenges, improve conversion rates, and enhance customer satisfaction. Your responsibilities will include optimising user journeys, delivering detailed analytical reports on performance, and supporting a data-driven approach to decision-making to achieve measurable improvements in conversion rates, customer satisfaction, and overall digital performance.

Outcomes You Need to Deliver:

1. Support our efforts to continuously improve, optimise, and enrich the customer journey across web and app, delivering measurable commercial and customer outcomes.
2. Leverage advanced data analysis techniques to provide actionable insights into customer behaviour and preferences.
3. Utilise and analyse all customer data and feedback, including web analytics, CSAT surveys, Glassbox, and verbatim feedback, to identify customer challenges and opportunities.
4. Develop insights and dashboards that interpret data, turning it into actionable insights that guide strategy and decision-making.
5. Identify opportunities to refine data collection processes and ensure data accuracy to optimise decision-making.
6. Identify specific optimisation projects based on data analysis and own their execution from inception to delivery, demonstrating measurable customer and commercial impact.
7. Partner with third-party technologies to evaluate and enhance the effectiveness of customer journeys, identifying opportunities for improvement.
8. Work with product teams to understand and influence development roadmaps, ensuring smooth integration and leveraging of new capabilities.

What You Need to Know and Show:

1. Prior experience in a digital, data-driven, or optimisation-focused role within a commercial setting.
2. Proven expertise in data analysis, with the ability to extract insights from complex data sets and translate them into actionable recommendations.
3. Highly competent in web analytics tools (experience with Adobe Analytics is highly desirable) and a strong understanding of customer behaviour analytics.
4. An analytical mindset paired with strong problem-solving skills and a keen eye for detail to identify root causes and design innovative solutions for web operations challenges to enhance the customer experience.
5. Demonstrated ability to execute test-and-learn programs to improve customer experiences and measure their success.
6. Effective collaboration with product, technology, and engineering teams to achieve impactful outcomes for customers.
7. Exceptional communication skills, with the ability to articulate complex concepts to non-technical audiences clearly and concisely.
8. Strong problem-solving skills, capable of identifying root causes and designing innovative solutions.