cx/Cro Analyst

About the role

As our CX / CRO Analyst, you will work closely with the Customer Experience Team and report to the CX / CRO Manager. You’ll contribute to fast‑moving projects that shape how we engage consumers today and tomorrow.

Responsibilities

• Customer Journey & Performance Analysis: Analyse behaviour and performance across priority digital journeys (entry, browse, search, PDP, checkout, post‑purchase), tracking conversion, engagement, drop‑off, and behavioural metrics to identify friction points and optimisation opportunities.
• Experimentation & Optimisation Support: Design, set up, execute, and evaluate A/B and multivariate tests; contribute to a prioritised optimisation and experimentation backlog while ensuring methodological rigour and data accuracy.
• Insight Generation & Knowledge Sharing: Translate complex data into clear, actionable insights and recommendations; document and share test results and learnings for reuse across teams and markets.
• Cross‑Functional Collaboration & Data Governance: Work with UX/UI, CRO, Product, and Analytics partners to support experience improvements; maintain data quality, consistency, and reliability within agreed governance and experimentation frameworks.

Qualifications

• Strong analytical and experimentation foundations, including hypothesis testing and optimisation best practices.
• Customer‑centric mindset with familiarity in eCommerce and digital journeys; ability to interpret how design, content, and experience quality impact user behaviour.
• High attention to detail, rigour in analysis, and clear communication of insights in cross‑functional teams.
• Practical awareness of AI‑enabled analytics, research, and experimentation tools; comfortable operating in structured, iterative optimisation environments.

Benefits

• Hybrid working
• Welcome free pair of Docs
• ‘Buy as you Earn’ Share scheme
• 65% off all Docs
• 50% off Accessories
• Pension scheme through Aviva
• Life assurance
• 25 days annual leave + bank holidays
• Private healthcare
• 2 paid volunteer days per year

Application

Application closing date: Friday 12th June 2026

Equity and Inclusion

We encourage applications, regardless of race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, age, veteran status, or disability. Diverse and inclusive teams have a positive impact on our brand; they help us to speak authentically to our consumers.

Fundamentals

INTEGRITY, PROFESSIONAL, PASSIONATE, TEAM PLAYERS.

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