Head of Digital Optimisation & Innovation / Optimisation Lab Product Owner

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Job Description Summary

Job Description

Job title: Head of Digital Optimisation & Innovation (Digital Optimisation Lab)

Location: Edinburgh

Salary: circa £150,000 Dependent on experience

Hours: Full time

Working Pattern: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at our Edinburgh office.

About this opportunity:

We have an exciting opportunity to join our Insurance, Pensions and Investments (IP&I) as Head of Digital Optimisation & Innovation.

Blending analytics, creativity and technical expertise, you'll reshape user experiences on website and app!

In this role, you'll Lead the creation of the Innovation strategy and craft the innovation culture. Design and optimise the right processes to make innovation faster and more effective by taking charge on elevating the Digital channel/Digital Platform.

What you'll be doing:

• Build an implement a comprehensive Conversion Rate Optimisation (CRO) strategy and programme that will deliver measurable uplift in conversion, ensuring it is aligned with IP&I's overall digital marketing and customers experience goals.
• Lead and mentor a team of CRO professionals, setting clear goals and encouraging a culture of innovation and continuous improvement.
• Conduct comprehensive competitive analysis to identify strategic optimisation opportunities. Stay up to date with industry trends, new technologies, and standard methodologies in CRO. Apply this knowledge to drive innovative ways and maintain drive.
• Utilise sophisticated analytics to identify conversion bottlenecks, customer drop-off points, and areas for improvement. Develop insights and actionable recommendations based on data analysis. Develop and implement personalization strategies to deliver tailored experiences to different customer segments, increasing engagement and conversion rates. Leading on the optimization of public-facing sites to ensure they are effective in driving conversions and delivering a detailed user experience.
• Lead on defining the testing strategy and be responsible for the execution of complex A/B and multivariate tests, analysing results and translating data into actionable conversion rates improvement. Ensure thorough testing standards and accurate reporting of results.
• Map and analyse customer journeys across digital touchpoints, seeing opportunities to improve user experience and increase conversions. Provide regular reports on progress and performance metrics, allowing benefits to be tracked with accuracy. Conduct user research, surveys and usability tests to unveil valuable insights.
• Support labs and collaborate with other platforms labs for detailed implementation of changes. Working closely with cross-functional teams including Marketing, UX/UI Design, Product Development, and IT to implement optimisation initiatives. Collaborate with senior management to align strategies.

Why Lloyds Banking Group

Like the modern Britain we serve, we're evolving. Investing billions in our people, data and tech to transform the way we meet the ever-changing needs of our 26 million customers. We're growing with purpose. Join us on our journey and you will too!

What you'll need:

• Extensive experience on leading a CRO area optimising consumer facing digital journeys in a recognised high-volume financial services environment with strong emphasis on strategy and execution. Comprehensive understanding and expertise in Insurance/Banking sector with commanding knowledge of CRO standard methodologies, web analytics and testing tools.
• Ownership of trading targets and proven track record of driving performance against key commercial metrics. Outstanding analytical and quantitative skills, critical thinking and data driven approach to interpret complex data sets and generate actionable insights.
• Experience of creating and implementing an A/B Testing Strategy & Execution (Tests concepts, software and technical implementation).
• Deep understanding of customer behaviour and psychology, with a customer-centric mentality and a passion for improving the user experience by delivering systemic customer centric transformational change.
• Demonstrated leadership skills with the ability to get results through cross-functional collaboration. Strong project management skills, able to lead multiple initiatives simultaneously. Adopting and role modelling agile capabilities and ways of working.
• Capable of articulating sophisticated concepts to both technical and non-technical audiences. Excellent presentation skills with a focus on showcasing hypotheses, test results and articulating the commercial impact of proposed enhancement.

About working for us

Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms. We want our people to feel that they belong and can be their best, regardless of background, identity or culture.

We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative. And it's why we especially welcome applications from under-represented groups.

We're disability confident. So, if you'd like reasonable adjustments to be made to our recruitment processes, just let us know.

We also offer a wide-ranging benefits package, which includes:

• A generous pension contribution of up to 15%
• An annual performance-related bonus
• Share schemes including free shares!
• Benefits you can adapt to your lifestyle, such as discounted shopping.
• 30 days' holiday, with bank holidays on top
• A range of wellbeing initiatives and generous parental leave policies

If you're excited by the thought of becoming part of our team, get in touch. We'd love to hear from you!

At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop.

We keep your data safe. So, we'll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us which is when we run our background checks. We'll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person.

We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we're building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.