Digital Commerce CX Performance Lead - Global eCommerce

Job Title: Digital Commerce CX Performance Lead - Global eCommerce

Location: London

Contract: Six Month (possibility of extension)

Hybrid working

Purpose of the Role The Digital Commerce CX Performance Lead will drive continuous improvement in online Consumer Experience (CX) for Digital Commerce. This role focuses on generating insights, monitoring performance changes, and fostering a data-driven approach to enhance user experience across our digital platforms.

Key Responsibilities

• Establish Data-Driven Priorities: Define CX priorities for (url removed) and other Smoke-Free Products' websites.
• Performance Reporting: Prepare and share CX performance results, emphasizing improvements and regressions, while ensuring meticulous oversight for key deployments.
• Opportunity Identification: Identify and quantify CX opportunities, calculating potential uplift and providing actionable recommendations.
• Stakeholder Engagement: Consolidate CX insights and facilitate collaboration with key stakeholders, including Consumer Analytics & Insights, the CX team, and others.

Qualifications

• Coordination Skills: Strong ability to manage and coordinate cross-functional teams.
• Technical Proficiency: Experience with:
• Google Analytics for web analysis
• Glassbox / SessionCam for UX analysis
• Jira & Confluence for project management
• Analytical Mindset: Ability to relate data to web CX/UX best practices.
• Collaboration: Comfortable working in cross-functional environments.
• Language Skills: Proficient in both written and spoken English.