Digital Customer Journey; CRO) Manager/Secondment
Listed on 2026-09-14
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IT/Tech
Digital Marketing, Data Analyst, CRM Systems & Management, SEO
Location: Salford
Digital Customer Journey Manager Fixed Term Bupa Place M50 3SP
– hybrid 2 days per week in the office
Fixed Term 12 months
Full-time 37.5 hours per week Salary £54800 - £68500 depending on experience + Management Bonus We make health happen
The role
You’ll be responsible and accountable for leading the Digital Customer Journey team, driving customer journey development and conversion rate optimisation (CRO) activity across You’ll manage a portfolio of customer acquisition journeys, ensuring they meet the needs of customers and prospects while maximising commercial performance. By combining customer, market and performance insights, you will identify optimisation opportunities, define strategic priorities and deliver improvements that enhance customer experience, conversion and profitability.
Working closely with marketers, developers, content specialists, analysts and agency partners, you will be responsible for developing and delivering a roadmap of optimisation initiatives across key digital journeys. You will also ensure that customer journeys remain aligned with business objectives, regulatory requirements and customer needs. This is an opportunity to join a thriving digital team within a purpose‑led organisation committed to helping people live longer, healthier, happier lives by making health services and products easy to access online.
– hybrid 2 days per week in the office
Fixed Term 12 months
Full-time 37.5 hours per week Salary £54800 - £68500 depending on experience + Management Bonus We make health happen
The role
You’ll be responsible and accountable for leading the Digital Customer Journey team, driving customer journey development and conversion rate optimisation (CRO) activity across You’ll manage a portfolio of customer acquisition journeys, ensuring they meet the needs of customers and prospects while maximising commercial performance. By combining customer, market and performance insights, you will identify optimisation opportunities, define strategic priorities and deliver improvements that enhance customer experience, conversion and profitability.
Working closely with marketers, developers, content specialists, analysts and agency partners, you will be responsible for developing and delivering a roadmap of optimisation initiatives across key digital journeys. You will also ensure that customer journeys remain aligned with business objectives, regulatory requirements and customer needs. This is an opportunity to join a thriving digital team within a purpose‑led organisation committed to helping people live longer, healthier, happier lives by making health services and products easy to access online.
You’ll Help Us Make Health Happen
- Lead and develop the Customer Journey team within the Digital Commercial function, ensuring effective resource planning and prioritisation across optimisation initiatives.
- Own and evolve the optimisation strategy and backlog for key online customer acquisition journeys, including:
- UKI Consumer Direct quote and buy journey
- UKI Small Business Health Insurance Quote tools
- Clinics booking journey
- Create and manage discovery and optimisation processes, including ideation, customer validation, prototyping, experimentation and A/B testing, to identify and prioritise opportunities for improvement.
- Plan and lead the delivery of new and existing optimisation initiatives alongside a team of Customer Journey Consultants and cross-functional stakeholders.
- Build strong relationships with business stakeholders, clearly communicating journey strategy, priorities, progress, performance and outcomes, while ensuring alignment with wider business objectives.
- Use customer, behavioural and…
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