UX and CRO Specialist

About

The Role UX Specialist

Location:

Hybrid (3 days in a phs office)

Reports to:

Head of Marketing & Digital phs Group is looking for a skilled UX and CRO Specialist to improve the usability, design, and performance of our digital platforms primarily the phs Group website and the myphs customer portal. This role blends UX design with conversion rate optimisation (CRO) to deliver intuitive experiences that increase engagement and drive measurable growth. Itwouldbebeneficialinyourapplicationtospecifywhich

CROtoolsyouarefamiliarwithandyour experienceinthisarea,alongwithyourexperienceofusing

VWO/GA4. About the Role Youll lead end-to-end UX and CRO initiatives, working closely with internal teams including IT, Customer Services, Commercial Operations, Sales, and external agencies. Using tools such as VWO, GA4, Hotjar, and Looker Studio, youll design experiments, analyse performance, and deliver data-driven improvements across all phs websites.

Key Responsibilities User Experience Design Lead UX design projects across phs websites and digital platforms. Conduct user research, create wireframes, prototypes, and user journeys. Collaborate with PPC, SEO, developers, designers, and marketing stakeholders. Conversion Rate Optimisation Own and manage the CRO programme across digital touchpoints. Build and maintain a prioritised experimentation roadmap using PIE/ICE or similar. Design and execute A/B and multivariate tests via VWO.

Develop hypotheses based on analytics (GA4, Looker Studio) and qualitative insights. Analyse results, identify significance, extract insights, and report learnings. Collaborate with sales and commercial teams to integrate Salesforce data. Performance Monitoring & Optimisation Monitor performance using VWO, Google Analytics, Hotjar, and similar tools. Identify optimisation opportunities and implement iterative improvements. Project Management Manage the UX roadmap for phs websites, myphs portal, and phs shop.

Coordinate with marketing, IT, agencies (including Spindogs), VMO support, and sales teams. Provide regular updates to the Head of Marketing and Digital. Measures of Success Growth in digital qualified leads. Increased adoption and self-service usage of the myphs portal. Improved website conversion rates and engagement metrics. Delivery of UX projects on time with measurable improvements. Key Skills & Experience Strong experience in UX research and CRO, preferably in B2B.

Expertise with VWO, GA4, and Looker Studio;
Salesforce familiarity is a plus. Knowledge of A/B testing principles and prioritisation frameworks (PIE/ICE). Ability to combine quantitative and qualitative insights to form hypotheses.

Experience with customer portals or similar digital tools. Knowledge of HTML/CSS/front-end principles (desirable). Strong analytical, problem-solving, communication and stakeholder engagement skills. Degree in Digital Marketing or related field; minimum 2 years in UX/CRO.

What We Offer 23 days annual leave  bank holidays, holiday buy/sell scheme. phs Perks discounts, full training, ILM qualifications. Mon Fri hours, no weekends, career development opportunities. Pension, life assurance, enhanced maternity/paternity. Free on-site parking and the opportunity to thrive in a market-leading company. If this sounds like the role for you, wed love to receive your application. About phs phs Group, founded in 1963, is the leading provider of Hygiene Services in the UK, Spain and Ireland, serving over 120,000 customers across 300,000 locations.

Our brands include Washrooms, Healthcare, Floorcare, phs Direct, Direct 365, phs Greenleaf, Teacrate, Besafe, Wastekit and Compliance.