CX Capability Owner (Optimisation & Experimentation) - 12 month FTC

• To identify, define and integrate new CX capabilities (inc. tools / technology, people & process) into MO, in-line with the Customer & CX strategy, working from idea to BAU adoption. You will work with multi-function teams within MO and outside to ensure timely and effective capability delivery.

• You will identify, define and run programmes and projects for CX that cut across multiple channels, products, systems and functions, and doing this to time, budget and scope.

• The role holder will constantly explore and introduce new capabilities that will make MO match fit and future proofed. While the focus of the role holder will be in delivering optimisation and experimentation, you will also have to support with other capabilities. Capabilities that we have already identified include CRM, personalisation, optimisation, and experimentation.

• As an expert in optimisation and experimentation, you will provide end-to-end guidance and support to product teams across the life cycle of an experiment- that includes phases like generating hypothesis, experiment design, instrumentation, setup, launch, measure and interpret results.

• You will provide thought-leadership and guidance on how to continuously evolve and mature the experimentation process and platform - tools, dashboards and frameworks.

• You will own, execute and evolve the standardised experimentation process working closely with the product peers, development team, data scientists and other stakeholders.

• You will team up with the product managers and own the roadmap which has been prioritised by identifying the biggest opportunities for growth.

• You will proactively propose business action and opportunities identified from experimentation results and data to stakeholders.

• You will provide guidance to product teams in analysis of complex experiments. Be a translator between data scientists and product teams to interpret product changes into experiment methodology (A/B test, switchback experiment etc.) and vice-versa.

• You will be an ambassador of making data an experience advantage. Your mission is to take the culture of experimentation to the next level to support MO’s transformation by unlocking value creating opportunities.

• This is a new role and hence in as a fixed term contract. Depending on how the role holder helps to shape this new function and business priorities there is scope for it to become enduring.

• Proven experience of delivering marketing and CX, projects and initiatives.
• A passion for the customer and ability to drive improvement in that improves satisfaction.
• Experience in insight and analysis, hypothesis generation, testing roadmap strategy and management and end-to-end test implementation and results reporting.
• Excellent hands-on digital conversion rate optimisation (CRO) skills with proven ability to review customer journeys, funnel analysis and content performance data, identify key trends and opportunities, putting forward hypotheses and delivering recommendations.
• Good knowledge across a range of CRO research and testing tools (Google Analytics, VWO, Optimizely, WebTrends or Adobe Target).
• Experience of working in an extended Product Team to drive roadmaps and development activity.
• Strong knowledge of quantitative optimization techniques. Excellent problem-solving skills – including resolving issues and initiating corrective actions.
• Excellent communication, numerical and presentation skills. · Stakeholder engagement across organisational boundaries, including both engaging and influencing key stakeholders, and managing multiple stakeholders to gain agreement on key decisions.
• Experience of working with and managing external partners to deliver successful outcomes.

Motability Operations is a unique organisation, virtually one of a kind. We combine a strong sense of purpose with a real commercial edge to ensure we provide the best possible worry-free mobility solutions to over 700,000 customers and their families across the UK. Customers exchange their higher rate mobility allowance to lease a range of affordable vehicles (cars, wheelchair accessible vehicles, scooters, and powered wheelchairs) with insurance, maintenance and breakdown assistance included. We are the largest car fleet operator in the UK (purchasing around 10% of all the new cars sold in the UK) and work with a network of around 5,000 car dealers and all the major manufacturers. We pride ourselves on delivering outstanding customer service, achieving an independently verified customer satisfaction rating of 9.8 out of 10.

Our values are at the heart of everything we do. They represent ambition, and we look for our people to live and breathe them every day:

• We find solutions
• We drive change
• We care

We operate hybrid working across the organisation where we split our time between working on-site at our offices, and at home, remotely within the UK. We believe hybrid working achieves a good work/life balance for our colleagues, allowing us to connect with each other, collaborate on important work, and perform together to deliver for our customers.  It allows us to have the flexibility to work remotely up to 2-days per week whilst also using the great office spaces we have available.

As a Motability Operations team member, the benefits you can expect are:

• Competitive reward package including an annual discretionary bonus
• 15% non-contributory pension (9% non-contributory pension during probation period)
• 28 days annual leave with option to purchase and sell days
• Free fresh fruit and snacks in the office
• 1 day for volunteering
• Funded Private Medical Insurance cover
• Electric/Hybrid Car Salary Sacrifice Scheme and Cycle to Work Scheme
• Life assurance at 4 times your basic salary to give you a peace of mind that your loved ones will receive some financial help
• Funded health screening for over 50s
• Voluntary benefits: charitable giving, critical illness insurance, dental insurance, health and cancer screenings for you and your partner, discounted gym memberships and season ticket loans
• Employee Discount Scheme with an app to save on the go
• Free access to healthcare apps such as Peppy, Unmind, Aviva Digital GP and volunteering app on Hand for all employees
• Generous family leave policies

At Motability Operations, we believe in building a diverse workforce, where our people are empowered to attend work as their true selves, and we encourage people from all backgrounds to apply.  We want to sustain a culture that nurtures, where employees are free to flourish and where they’re rewarded equally, regardless of race, nationality or ethnic origin, sexual orientation, age, disability, or gender.

We pride ourselves on being an inclusive employer and as such, all our offices provide first rate disability access. With our hybrid working environment, we do our best to accommodate part-time and flexible working requests where possible, building on our culture of trust, empowerment, and flexibility.