Job Description

Collinson is the global, privately-owned company dedicated to helping the world to travel with ease and confidence. The group offers a unique blend of industry and sector specialists who together provide market-leading airport experiences, loyalty and customer engagement, and insurance solutions for over 400 million consumers.




Collinson is the operator of Priority Pass, the world's original and leading airport experiences programme. Travellers can access a network of 1,500+ lounges and travel experiences, including dining, retail, sleep and spa, in over 650 airports in 148 countries, helping to elevate the journey into something special. We work with the world's leading payment networks, over 1,400 banks, 90 airlines and 20 hotel groups worldwide.




We have been bringing innovation to the market since inception - from launching the first independent global VIP lounge access Programme, Priority Pass to being the first to sell direct travel insurance in the UK through Columbus Direct and creating the first loyalty agency of its kind in the travel sector with ICLP. Today we still invest heavily in innovation to ensure that we continue to deliver superior customer experiences.



Key clients include Visa, Mastercard, American Express, Cathay Pacific, British Airways, LATAM, Flying Blue, Accor, EasyJet, HSBC, Chase, HDFC.



Our mission is focused on doing good beyond profit, which for us means we seek out opportunities for our people to share in our success and that we give back to the communities and people within which we work.



Never short of ambition, the success of our business is delivered through the diverse and talented team of over 1,800 global colleagues.

Purpose of the role:

The Conversion Rate Optimisation Manager is pivotal in fostering a culture of experimentation & personalisation across Collinson's digital touchpoints. This role focuses on designing, executing, and evaluating A/B and multivariate tests to optimise customer journeys, improve user experiences, and drive key performance metrics such as engagement, lead generation, and revenue growth. By leveraging data-driven insights and advanced testing methodologies, the manager will identify opportunities to remove friction, enhance user satisfaction, and maximise conversion rates. Collaborating with cross-functional teams, this role ensures that experimentation informs strategic decisions, aligns with global business objectives, and addresses regional needs.

Key Responsibilities:

Customer Journey Strategy

Develop and implement a comprehensive customer journey optimisation framework, focused on data-driven experimentation to enhance digital experiences and meet business objectives.


Establish workflows and align cross-functional teams to deliver seamless, optimised customer experiences.


Leverage tools such as Optimizely and other testing platforms to design and execute A/B and multivariate experiments for continuous journey improvement.


Ensure all journey enhancements align with brand standards and global/regional campaign strategies.


Evangelise experimentation and A/B testing across the organisation, ensuring teams understand the value of data-driven decision-making and incorporating testing into their workflows.

Journey Design and Improvement

Identify pain points in customer journeys using qualitative insights and analytics.


Design, execute, and manage experimentation plans, including A/B and multivariate tests, to validate hypotheses and optimise user flows.


Collaborate with UX/UI teams to deliver intuitive and engaging journey designs across web and app platforms, informed by testing insights.


Maintain and manage a customer journey optimisation roadmap, prioritising initiatives based on testing results, ROI, and business impact.


Facilitate engaging workshops and training sessions to get stakeholders involved in experimentation and personalisation initiatives.

Performance Monitoring and Insights

Track and analyse the performance of customer journey optimisation initiatives through well-defined success metrics.


Source and gather relevant data independently, working closely with the data teams to ensure the accuracy and completeness of the data needed for experimentation.


Generate actionable insights from test results and analytics to inform continuous improvement efforts.


Maintain a repository of testing learnings and insights to build organisational knowledge and refine strategies.

Execution and Governance

Partner with developers to integrate successful experiments into production environments.


Create scalable, repeatable processes for testing and journey optimisation to ensure consistent quality across implementations.


Advocate for test-and-learn methodologies and foster a culture of continuous improvement across teams.


Be a charismatic leader, inspiring teams to adopt a mindset of continuous experimentation and optimisation.

Collaboration and Stakeholder Management

Work closely with regional and global marketing, data, product, and technology teams to align on goals and execution strategies for optimisation initiatives.


Serve as a trusted advisor, providing guidance on customer journey optimisation strategies to key stakeholders.


Manage the Experimentation Executive, ensuring their growth and involvement in the execution of experiments and journey improvements.

Knowledge, skills & experience required:

Essential

Strong experience in customer journey optimisation and digital experimentation in B2B and B2C environments.


Hands-on expertise with experimentation tools like Optimizely, as well as familiarity with testing methodologies (A/B, multivariate).


Proficiency in analytics platforms (Google Analytics, Heap) and data visualisation tools to monitor and interpret experiment results.


Knowledge of CMS platforms like Contentful or Sitecore.


Deep understanding of A/B testing, multivariate testing, and optimisation frameworks.


Ability to source and gather data independently to support experimentation and decision-making.


Experience in managing and mentoring teams, with the ability to manage an Experimentation Executive and oversee their development.


Excellent communication skills with the ability to manage cross-functional collaboration in a global organisation.


Data-driven mindset with strong analytical and problem-solving skills.


Strong facilitation skills to lead engaging workshops and training sessions on experimentation best practices.

Desirable

Familiarity with HTML/CSS/JavaScript to support experiment design and implementation.


Experience with lead generation and MarTech tools.


Exposure to customer experience design and optimisation methodologies.

Skills and Attributes

Proactive, solution-oriented, and detail-focused.


Capable of managing multiple priorities in a dynamic, fast-paced environment.


Strong interpersonal skills to build relationships with diverse stakeholders.


Charismatic and persuasive, with the ability to inspire teams and embed a culture of experimentation within the organisation. Collinson is an equal opportunity employer and welcomes differences in all their forms including: colour, race, ethnicity, gender identity, sexual orientation, neurodivergence, family status, age, individuals with disabilities and people from all backgrounds, cultures and experiences as we strongly believe this contributes to our on-going success.

We are focused on continually evolving our purpose driven, high performing culture, providing an environment where our people have the opportunity to achieve their full potential and do interesting and meaningful work. Our company values are: Act smarter, Do the right thing, One team and Be insight led. These help guide everything we do internally in terms of how we think, act and interact, right through to how we deliver value to our customers and clients.

In your application, please feel free to note which pronouns you use (For example - she/her/hers, he/him/his, they/them/theirs, etc).

If you need any extra support throughout the interview process, then please email us at ukrecruitment@collinsongroup.com