About Company
Croud is a leading global full-service digital marketing agency, renowned for its innovative approach to performance marketing and commitment to client success. With a hybrid working model and a strong focus on empowering its ‘Croudies,’ we deliver transformative digital strategies across SEO, PPC, paid social, display, and analytics for some of the world’s most exciting brands. Our unique Croud Control technology platform and a network of over 2,500 on-demand digital experts enable us to provide unparalleled scalability and expertise. We believe in fostering a collaborative, diverse, and inclusive environment where every team member can thrive, learn, and make a significant impact. Join a company that truly values innovation, transparency, and a data-driven approach to achieving outstanding results, all while enjoying the flexibility of a remote-first culture.
Job Description
Are you passionate about understanding customer behaviour, optimising digital touchpoints, and driving exceptional customer experiences? Croud is seeking a highly analytical and strategic Remote Journey Optimization Partner to join our dynamic team. In this pivotal role, you will be responsible for mapping, analysing, and enhancing customer journeys across various digital channels for our diverse portfolio of clients. You will work remotely, collaborating closely with cross-functional teams including marketing, analytics, product, and sales, to identify opportunities for improvement, reduce friction points, and ultimately boost conversion rates and customer satisfaction. This role demands a blend of analytical rigor, creative problem-solving, and excellent communication skills to translate insights into actionable strategies. If you thrive in a fast-paced, data-driven environment and are eager to make a tangible impact on client success from anywhere in the UK, we encourage you to apply. You will play a crucial role in ensuring our clients’ customers have seamless, engaging, and efficient interactions at every stage of their digital journey, from initial awareness to post-purchase advocacy. This is an exciting opportunity to leverage your expertise to drive measurable business growth and enhance brand loyalty for a wide array of industry leaders.
Key Responsibilities
- Conduct comprehensive research and analysis of existing customer journeys, identifying key touchpoints, pain points, and opportunities for optimisation.
- Develop detailed customer journey maps and personas to illustrate current states and envision future ideal states.
- Collaborate with clients and internal teams (e.g., SEO, PPC, CRM, UX) to gather requirements, define objectives, and align on journey optimisation strategies.
- Utilise analytics tools (e.g., Google Analytics, Adobe Analytics, heatmapping software) to monitor journey performance, identify trends, and measure the impact of implemented changes.
- Design and implement A/B tests and multivariate tests to validate hypotheses and refine customer experiences.
- Provide data-driven recommendations for improving user experience, conversion rates, and customer lifetime value.
- Present findings, insights, and proposed solutions to clients and internal stakeholders in a clear, compelling manner.
- Stay abreast of industry best practices, emerging technologies, and trends in customer journey optimisation, CX, and digital marketing.
- Contribute to the development of Croud's overall journey optimisation methodology and service offering.
- Mentor junior team members and share knowledge to foster a culture of continuous learning and improvement within the organisation.
Required Skills
- Proven experience (4+ years) in customer journey mapping, UX, conversion rate optimisation (CRO), or a similar analytical role within a digital environment.
- Strong proficiency in web analytics platforms (e.g., Google Analytics 4, Adobe Analytics) and A/B testing tools (e.g., Optimizely, VWO, Google Optimize).
- Demonstrable ability to analyse complex data sets, derive actionable insights, and present them effectively.
- Excellent understanding of digital marketing channels (SEO, PPC, Social Media, Email) and their role in the customer journey.
- Solid project management skills with the ability to manage multiple initiatives simultaneously.
- Exceptional written and verbal communication skills, with the ability to articulate complex concepts to both technical and non-technical audiences.
- Familiarity with CRM systems and customer segmentation strategies.
- Advanced Excel/Google Sheets skills for data manipulation and reporting.
Preferred Qualifications
- Bachelor's degree in Marketing, Business, Psychology, Computer Science, or a related field.
- Experience working in an agency environment or consulting role.
- Certification in Google Analytics, Adobe Analytics, or similar platforms.
- Familiarity with journey orchestration platforms (e.g., Braze, Salesforce Marketing Cloud, Segment).
- Knowledge of qualitative research methods (e.g., user interviews, surveys).
- Experience with data visualisation tools (e.g., Tableau, Power BI).
Perks & Benefits
- Competitive salary and performance-based bonuses aligned with individual and company success.
- Fully remote working model with flexible hours, promoting excellent work-life balance.
- Comprehensive private medical and dental insurance for peace of mind.
- Generous pension scheme contributions to secure your future.
- Dedicated budget for home office setup and continuous professional development, including courses and certifications.
- 25 days annual leave plus public holidays, with an option to buy/sell days.
- Access to a robust wellness programme, including mental health support, EAP, and fitness initiatives.
- Regular virtual social events and team-building activities to foster connection and camaraderie.
- Opportunity to work with leading global brands and a passionate, expert team at the forefront of digital innovation.
- Enhanced parental leave policies to support growing families.
- Regular company-wide updates and transparent communication from leadership.
How to Apply
If you are excited by the prospect of shaping customer experiences and driving digital transformation for our clients, we invite you to apply! Please click on the application link below to submit your resume and a cover letter detailing your relevant experience and why you are the ideal candidate for this role. We look forward to reviewing your application and exploring how you can contribute to Croud’s continued success.