CRO agency and roadmap

Own the experimentation strategy and roadmap, using customer, performance and business insight to prioritise work. Direct the CRO agency, challenge proposals and monitor delivery, quality, value and utilisation, escalating risks as needed. Configure straightforward AB Tasty tests, lead business UAT and coordinate the relevant people for QA. Make go/no-go recommendations and ensure each experiment has a clear hypothesis, measurement plan and decision.

Behavioural and commercial insight

Use Contentsquare, GA4, AB Tasty and commercial data to diagnose customer friction and performance changes across markets, channels, devices and key page types. Monitor post-replatform performance and explain what changed, the likely drivers and the recommended action.

Customer research

Plan focused research using usability and prototype testing, customer interviews, card sorting, on-site surveys and session replay. Combine qualitative and quantitative evidence, competitor context and cross-market differences into clear recommendations.

Optimisation delivery

Identify opportunities across key journeys and work with the UX/UI Lead, product managers and engineering to move improvements into delivery. Create straightforward tests in AB Tasty where appropriate.

Stakeholder communication

Involve ecommerce, brand, product and design in prioritisation. Present clear, evidence-based recommendations and share customer and performance insight across the business to support unified commerce.