Digital Experience Optimisation Lead

4 days ago

Cape Town, Western Cape, South Africa Collinson Full time

Company Overview

Collinson is a leading provider of customer experience solutions, helping businesses to create engaging and effective digital experiences for their customers.

We are seeking an experienced Customer Journey Strategist to join our team, responsible for designing, executing, and evaluating experiments to optimise customer journeys and improve user experiences.

About the Role

This role will focus on leveraging data-driven insights and advanced testing methodologies to identify opportunities to remove friction, enhance user satisfaction, and maximise conversion rates.

As a key member of our digital team, you will be working closely with cross-functional teams to ensure that experimentation informs strategic decisions and aligns with global business objectives.

Main Responsibilities

  • Develop and implement a comprehensive customer journey optimisation framework focused on data-driven experimentation to enhance digital experiences and meet business objectives.
  • Establish workflows and align cross-functional teams to deliver seamless, optimised customer experiences.
  • Leverage tools such as Optimizely and other testing platforms to design and execute A/B and multivariate experiments for continuous journey improvement.
  • Ensure all journey enhancements align with brand standards and global/regional campaign strategies.

Requirements

  • Demonstrable experience in B2B and B2C web experimentation and conversion optimisation.
  • Hands-on experience leading/owning an experimentation tool (Optimizely or Salesforce Personalisation preferred).
  • Extensive knowledge of Google Analytics, key reporting metrics, data analysis and insight (Google Data Studio experience advantageous).
  • Basic knowledge of HTML / CSS / JavaScript would be advantageous but not compulsory.
  • Knowledge of CMS systems like Contentful or Sitecore preferred.
  • Understanding of the full experimentation lifecycle – ideation, creation, validation, execution and reporting.
  • Data-driven and analytically focused.
  • Ability to act as a trusted advisor with strong communication skills.
  • Great interpersonal skills. Effective in dealing with a diverse business, with varying skillsets and knowledge. Ability to interact with all in a positive manner.

Benefits

  • Collinson is an equal opportunity employer and welcomes differences in all their forms including: colour, race, ethnicity, gender identity, sexual orientation, neurodivergence, family status, age, individuals with disabilities and people from all backgrounds, cultures and experiences.
  • We are focused on continually evolving our purpose driven, high performing culture, providing an environment where our people have the opportunity to achieve their full potential and do interesting and meaningful work.
  • Our company values are: Act smarter, Do the right thing, One team and Be insight led. These help guide everything we do internally in terms of how we think, act and interact, right through to how we deliver value to our customers and clients.

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