Head of Conversion Rate Optimisation & UX

We are seeking a strategic, data-driven Head of CRO & UX to lead our conversion optimisation and user experience initiatives within the Marketing function. This role is central to ensuring that all digital journeys (from awareness through to acquisition, engagement, and renewal) are optimised to deliver commercial growth and exceptional member experience. You will own the full experimentation roadmap, optimise customer journeys, and elevate our UX to positively impact measurable business growth across our key products and strategic commercial partners. You will combine analytical thinking, user-centred design, and a deep understanding of user behaviour to improve conversion rates, engagement, and member satisfaction., * Own the CRO roadmap across web and mobile experiences.

• Lead research, hypothesis development, and prioritisation for A/B and multivariate testing.
• Analyse user behaviour, funnel performance, and conversion drivers using tools such as Google Analytics and Hotjar.
• Partner with Acquisition and Lifecycle Managers to align optimisation efforts with campaign, onboarding, and renewal goals.
• Collaborate with Product, Design, and IT to deploy test variations and track experiment outcomes.
• Continuously refine landing pages, onboarding flows, checkout funnels, and messaging for maximum conversion impact.

User experience:

• Oversee UX strategy, ensuring intuitive, frictionless and user-centric digital experiences.
• Lead user research initiatives, including usability studies, interviews, behavioural analytics, persona development, and journey mapping.
• Partner with designers to develop wireframes, prototypes, and design systems aligned with brand standards.
• Work with the Brand and Content teams to ensure creative assets and messaging are optimised for clarity, engagement, and conversion.
• Advocate for UX best practices across the organisation and ensure accessibility compliance (e.g., WCAG standards).

Leadership & strategy:

• Build and manage a high-performing CRO & UX team.
• Align strategic initiatives with company OKRs and growth goals.
• Develop a culture of experimentation and continuous improvement.
• Communicate test outcomes, insights, and recommendations to senior leadership and key stakeholders.

Do you have experience in UX?, * 7+ years of experience in CRO, UX, UI, or Product Optimisation roles.

• Proven track record of successfully improving web and/or app conversion funnels with measurable results.
• Strong understanding of UX principles, user psychology, and customer journey mapping.
• Proficiency with analytics and testing tools (e.g., Google Analytics, Optimizely, VWO, Figma, Hotjar, etc.)
• Strong communication skills with the ability to influence across departments.
• Exceptional analytical and problem-solving skills with a data-first approach.
• Experience building and/or mentoring teams.

Pulled from the full job description

• Annual leave
• Sick pay
• Company pension
• Work from home, We are looking for colleagues who are professional, adaptable, and innovative. In return, we offer an inclusive and creative working environment with attractive options for training and career development, and a competitive salary and benefits package.

Please note the closing date for this role is 12 pm on Friday 28th November. However, we reserve the right to close it early if we have a sufficient number of applications.

The NRLA package:

• 25 days annual leave increasing to 26 days with three years' service, 27 days with five years' service and 28 days with seven years' service
• Additional annual day off for your birthday
• Salary exchange Pension scheme
• Life assurance
• Cash plan health and wellbeing benefit including Employee Assistance Programme and counselling service
• Sick pay
• Cycle purchase loans, season tickets loans and interest free staff loans
• Complimentary NRLA membership
• Non contractual annual performance-related bonus scheme
• Enhanced maternity and paternity pay

The UK's largest membership organisation for private residential landlords, the National Residential Landlords Association (NRLA) supports and represents more than 100,000 members across England and Wales. Created by landlords, for landlords, it offers investors everything they need to run a successful and compliant lettings business, whether they are full-time property professionals running large portfolios or accidental landlords with a single let. The NRLA is a trusted ally, on hand to guide members through the complex regulatory environment, with all the essential documents and guidance needed to run a successful and fully compliant business. A truly member-first organisation, innovation is at the heart of what we do and have invested in and developed new proptech solutions for members, including the acquisition of property safety certification firm Safe2 and the development of the property management system Portfolio. A dynamic and fast-paced organisation, the NRLA is a great place to work, and it is not just us saying that; we have Investors in People Gold status to prove it. The association was also named one of the best companies to work for in the UK in a list compiled by The Sunday Times. Our enthusiastic and ambitious staff work out of offices in Central Manchester and Central London, with hybrid working options available. Colleagues typically work from home four days a week, with one day in the office.