I’ve been at 3 companies since my career started after school allllll the way back in (looks at Linkedin) 2007. I started at Britannia Building Society processing mortgage applications. I did this for 2 years until I became a Deputy Manager in the same department. I loved it. I loved doing half work and half management. I did a small HTML course a Buxton University as I knew this was my passion and what I wanted to do for a career. Luckily, after it finished, a Web Developer job came up at Britannia. I had zero work experience in web design but got the job! My bosses told me I was successful over someone else with experience due to the amount of effort I’d put into the assessment.
Responsibilities at Britannia
My responsibilities were to keep the Britannia website up to date with all the savings and mortgage rate changes. I created banners and graphics using good ol’ Fireworks, promoting the new products. I worked with stakeholders and always had several jobs on the go at once. I always liked the compliance side of things too and got quite knowledgable in understanding how to balance copy and promotions with positive and negative benefits of products.
My role developed into a User Experience Consultant where I was responsible for working with stakeholders (mainly Product Managers) creating user journeys for – mainly – the savings channel. I fondly remember maximising ISA season; having to change rates several times including multiple banners at the ready. My attention to conversion rates improved as I was able to help the online savings application improve by 20% from making small tweaks to the copy and the way in which we asked questions. This 20% was from customers applying through to completing the online form – a massive win! I loved this job and it was a very sad time when we merged with The Co-op and were made redundant in February 2014.
Responsibilities at a marketing agency
In March 2014 I started as a Web Developer for a marketing agency, FIG, focusing mainly on building responsive WordPress websites. I took designs from the designer and built them pixel perfect. Towards the end of this role I had started attending client meetings to understand requirements from a development point-of-view. It was really enjoyable and as I’m pretty organised, I relished in knowing where things were up to. I left after 2 years because I wanted to get stuck more into UX and how to improve websites which wasn’t an opportunity there.
Current role – CRO Manager
In January 2016 I started at Quint as a User Experience Developer and after 10 months I was asked to manage 2 designers and an intern.
My job title is now Conversion Rate Optimisation Manager. My role here has been very dynamic. One day I could be using insights to drive an A/B test I would then build in HTML; the next I could be analysing competitor behaviour and building wireframes for a new customer journey.
My favourite part of this role so far has been when I managed and co-ordinated usability testing.
Other things I’m responsible for:
- Use GA with GTM to analyse multiple sites to find friction points, working alongside project owners, project managers and data scientists
- Understand what users are doing, and why, using Hotjar to view recordings and create polls to ask users questions
- Understand what the metrics are that need to be improved throughout a complete end-to-end journey, even if that’s over weeks/months (not just topping up a leaky bucket!)
- Create A/B tests Google Optimise/Optimizely testing landing pages for different traffic sources (personalised landing page campaigns for Facebook, PPC)
- Understand the market by completing monthly competitor analysis on lender and competitor activity
- Co-ordinate and managed user testing with an external agency – created the testing script, built the demographics, ensured the test sites worked properly by working closely with the product owners – afterwards built a CRO testing roadmap (for 3 brands) complete with all ideas (detailed with hypothesis and prioritised with the product owners)
- Take raw data from spreadsheets/databases and use it to create visual graphs so the data can be understood, conveyed, analysed and made into actionable insights
- Build wireframes of new pages and journeys using wireframe pro plus prototypes with Adobe XD, ensuring every detail can be hypothesised based on data and user-centred design principals
- Create designs developers are able to understand and implement, then give constructive feedback once built