Customer Journey Specialist – Financial Services

We are working with a financial services company who are seeking an experienced Customer Journey Specialist to join their commercial team. As a Customer Journey Specialist, you will be responsible for managing, testing, optimising, and implementing conversion points in the acquisition funnel. You will also be required to identify customer pain points throughout the customer journey and implement improvements.

This is a unique opportunity to join a growing organisation with committed and experienced leaders and an evolving product line. Reporting into the Digital Channel Manager, the successful candidate will assist digital, marketing and operations to enhance and improve the customer experience as part of customer acquisition activity. The role will require working with the wider team to develop, execute, track and report user metrics, and optimise the customer journey experience accordingly. The candidate will also liaise with external agencies/vendors and partners as required and keep internal stakeholders regularly updated, such as the Head of Commercial and the Senior Leadership Team. The ideal person should be a strong digital native, a strong communicator, proactive, and highly motivated.

Key Responsibilities:

  • Identify, manage and optimize key conversion points in the acquisition funnel.
  • Optimize the lead-to-customer conversion rate, increase funnel efficiencies and reduce consumer drop off/pain points.
  • Manage and optimize landing pages, website calls-to-action (CTAs), and lead-generating forms.
  • A/B test and continually measure the performance of CTAs and landing pages.
  • Work closely with the digital projects team and marketing team to deliver improved customer journeys and associated commercial outcomes.
  • Collaborate with teams responsible for brand communications, in order to optimize each conversion path.
  • Collaborate with teams responsible for functional processes and/or content (eg. Lending Ops, Credit Risk, Marketing) to improve lead conversion ops, lending and credit risk, in order to optimize each conversion path.
  • Work with Change and other relevant teams to implement new tools/customer journey changes/ functional digital requirements to support customer engagement across multiple platforms and tools.
  • Manage small digital business changes on behalf of the commercial team.
  • Support new digital initiatives aligned with the tactical and strategic roadmap.
  • Support day to day management of the digital systems including analysis and escalation of production issues.

Required Experience:

  • Min. Bachelor’s level degree or equivalent working experience.
  • Past experience with web analytics, customer journey UX, A/B testing, and acquisition optimisation tactics.
  • Familiarity with growth hacking/ rapid experimentation across acquisition channels an advantage.
  • Detail oriented and great time-management skills.
  • Ability to multi-task and go the extra mile when projects necessitate it.
  • Critical-thinker and problem-solver.
  • Process improvement and business change experience is highly desirable, ideally at large organisations.
  • Excellent data analysis, presentation, written and verbal communication skills.
  • Ability to work independently and as part of a broader team.
  • Financial services sector experience is desirable but not essential.
  • Some project management experience is preferred.

Salary: €40,000

To apply send your CV, through our website

For further information regarding this role, please contact us on 01 6619636.

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The People Group is a Recruitment consultancy, specialising in Sales, Marketing & Management, established in 1989 and is based in Dublin 2. Our experienced team works in both the contingency and search areas, and covers all industry sectors including: FMCG, B2B, B2C, ICT, IT, Financial Services, and Telco with a focus on Mid to Senior Level roles

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