UX, Conversion & Optimisation Manager

📍 Job Overview

Job Title: UX, Conversion & Optimisation Manager

Company: PIB Group

Location: Gloucester, United Kingdom

Job Type: Full-time

Category: Revenue Operations / Digital Optimisation

Date Posted: 2026-09-15

Experience Level: Mid-Senior (5-10 years)

Remote Status: Hybrid

🚀 Role Summary

• Drive profitable growth by optimising digital insurance journeys, focusing on quote-and-buy, renewals, and self-service experiences.

• Maximize online conversions and revenue across all Underwriting Collective websites through strategic UX and CRO initiatives.

• Develop and execute a pragmatic optimisation roadmap aligned with customer outcomes and regulatory obligations.

• Lead structured analysis of online insurance journeys, identifying and resolving issues in UX, question sets, content, and form design.

• Champion accessibility and inclusive design principles, ensuring digital experiences meet WCAG standards.

📝 Enhancement Note: This role sits at the intersection of digital marketing, UX design, and operational efficiency, with a strong emphasis on driving measurable revenue outcomes. The "Manager" title suggests a need for strategic thinking, roadmap development, and potentially leading initiatives, even if direct reports are not explicitly mentioned. The focus on "Underwriting Collective" indicates a B2B or B2B2C context within the insurance sector.

📈 Primary Responsibilities

• Develop and maintain a comprehensive optimisation roadmap for all digital insurance journeys, prioritizing initiatives based on potential impact and business objectives.

• Conduct in-depth reviews of end-to-end online insurance processes, including quote generation, purchase flows, renewal management, mid-term adjustments, and claims initiation, identifying friction points and areas for improvement.

• Lead detailed analysis of online insurance question sets to ensure clarity, logical sequencing, alignment with underwriting rules, and adherence to accessibility standards, thereby minimizing customer drop-off and confusion.

• Implement best practices for form design and completion, including validation rules, effective error messaging, logical field grouping, and helpful online assistance, documenting clear recommendations for each product journey.

• Ensure all digital journeys and forms are compliant with WCAG (Web Content Accessibility Guidelines) standards, advocating for and documenting necessary changes to support users with diverse needs.

• Translate insights from data analysis and user feedback into clear briefs, user stories, acceptance criteria, and wireframe-level specifications to guide development teams towards high-value changes.

• Continuously monitor the performance of digital insurance journeys using analytics and feedback tools (e.g., GA4, Zuko), identifying key pain points, conversion bottlenecks, and opportunities for uplift.

• Collaborate closely with sales, product development, marketing, and underwriting teams to ensure digital optimisation efforts are aligned with broader commercial strategies and regulatory requirements.

• Stay abreast of the latest trends in UX, conversion rate optimisation, digital analytics, and insurance technology to inform strategy and drive innovation.

• Manage and report on the performance of optimisation experiments, including A/B and multivariate tests, providing clear insights into outcomes and recommendations for future iterations.

📝 Enhancement Note: The responsibilities highlight a blend of strategic planning (roadmap development), analytical rigor (journey analysis, data interpretation), technical execution (form design, A/B testing), and cross-functional collaboration. The emphasis on "regulatory obligations" and "underwriting" points to a need for understanding the specific constraints and requirements of the insurance industry.

🎓 Skills & Qualifications

Education:

• Bachelor's degree in Marketing, Digital Design, Business, Computer Science, or a related field is preferred.

• Equivalent practical experience in UX, CRO, or digital product management will be strongly considered. Experience:

• Minimum of 5-10 years of professional experience in digital optimisation, UX design, or a related field, with a proven track record in driving commercial outcomes.

• Demonstrable experience in optimising commercial websites or a multi-site web portfolio, ideally within a regulated industry.

• Hands-on experience planning, executing, and analysing A/B and multivariate tests to drive conversion rate improvements.

• Experience working with cross-functional teams, including sales, product, marketing, and development, to achieve shared commercial objectives. Required Skills:

• Conversion Rate Optimisation (CRO): Deep understanding and practical application of CRO methodologies, including hypothesis generation, test design, execution, and analysis.

• User Experience (UX) Design: Strong knowledge of UX principles, user-centred design, information architecture, and usability testing.

• Digital Analytics: Proficiency in using web analytics platforms such as Google Analytics 4 (GA4), Zuko, or similar, including data interpretation, segmentation, and reporting.

• A/B & Multivariate Testing: Hands-on experience with testing platforms (e.g., Optimizely, Adobe Target, Google Optimize) to conduct rigorous experimentation.

• Form Design & Optimisation: Expertise in designing user-friendly, accessible, and effective online forms that minimise drop-offs and maximise completion rates.

• Accessibility Standards: Solid understanding of WCAG standards and practical application in web design and development.

• Data Interpretation: Ability to translate complex data and user feedback into actionable insights and strategic recommendations.

• Wireframing & Prototyping: Experience creating wireframes, user stories, and acceptance criteria to communicate design and functional requirements.

• Agile Methodologies: Familiarity with Agile frameworks for project management and development.

Preferred Skills:

• Insurance Industry Knowledge: Proven experience within the insurance, financial services, or other highly regulated environments.

• SEO Fundamentals: Understanding of Search Engine Optimization principles and their impact on user journey acquisition and conversion.

• Tag Management: Experience with tag management systems (e.g., Google Tag Manager) for analytics and tracking implementation.

• Customer Journey Mapping: Ability to map and analyse customer journeys across multiple touchpoints.

• Figma/Sketch/Adobe XD: Proficiency in design and prototyping tools.

📝 Enhancement Note: The experience level suggests a candidate who can operate autonomously and strategically. The emphasis on insurance/financial services and regulatory environments is critical, as is the hands-on testing experience. The inclusion of WCAG standards points to a strong focus on inclusivity and compliance.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Case Studies of Conversion Uplift: Showcase a minimum of 2-3 detailed case studies demonstrating successful optimisation projects, clearly outlining the problem, your approach, the tests conducted, and the measurable impact on conversion rates, revenue, or other key commercial metrics.

• UX/UI Design Examples: Provide examples of user interface designs, wireframes, or prototypes that illustrate your understanding of user-centred design principles and your ability to create intuitive digital experiences.

• Form Optimisation Examples: Include specific examples of form redesigns or optimisations that led to improved completion rates, reduced errors, or enhanced user satisfaction.

• Data Analysis & Insights: Demonstrate your ability to interpret complex data sets from analytics tools (e.g., GA4 reports, heatmaps, session recordings) and translate them into actionable recommendations and strategic hypotheses.

Process Documentation:

• Hypothesis-Driven Testing Framework: Document your structured approach to developing, testing, and iterating on hypotheses for website optimisation, including how you identify opportunities, define success metrics, and manage test execution.

• User Journey Analysis Methodology: Outline your process for mapping, analysing, and identifying friction points within complex user journeys, especially in the context of insurance quote-to-buy or renewal processes.

• Accessibility Audit & Implementation Process: Detail your methodology for assessing digital assets against WCAG standards and your process for working with development teams to implement necessary accessibility improvements.

• Cross-Functional Collaboration & Briefing Process: Illustrate your process for collaborating with stakeholders (sales, product, marketing, underwriting) to gather requirements, define objectives, and create clear briefs for development or design work.

📝 Enhancement Note: A strong portfolio is crucial for this role. Candidates should be prepared to walk through their case studies, explaining their strategic thinking, the tools they used, and the quantifiable results. Demonstrating a systematic approach to optimisation and a deep understanding of user behaviour within a regulated context will be key.

💵 Compensation & Benefits

Salary Range:

Given the experience level (5-10 years), the hybrid work arrangement, and the strategic nature of the role within a leading insurance group in the UK, a competitive salary range is estimated. Based on industry benchmarks for similar roles in Gloucester and the wider UK market, a typical range would be:

• £45,000 - £65,000 per annum.

This range accounts for the required expertise in UX, CRO, digital analytics, and insurance industry experience.

Benefits:

• Generous Holiday Allowance: 26 days of annual leave plus bank holidays, providing ample time for rest and rejuvenation.

• Hybrid Working Arrangement: Flexibility to balance remote work with in-office collaboration, with one designated day per week required in the Gloucester office.

• Professional Development: Opportunities for continuous learning, training, and career advancement within a growing insurance group.

• Collaborative Culture: A supportive and inclusive work environment that fosters teamwork and innovation.

• Pension Scheme: Details typically provided during the offer stage, often including company contributions.

• Other potential benefits: May include health insurance, life assurance, employee assistance programs, and other perks common within the financial services sector.

Working Hours:

• Standard full-time hours are expected, likely around 37.5-40 hours per week.

• The hybrid arrangement offers flexibility, but core working hours will likely be established to ensure team collaboration and availability for meetings.

📝 Enhancement Note: The salary estimate is based on current market data for similar roles in the UK, considering the specific location (Gloucester), required experience level, and the specialized nature of UX and CRO within the insurance sector. The benefits listed are directly from the job description, highlighting key advantages for operations professionals.

🎯 Team & Company Context

🏢 Company Culture

Industry: Insurance Services (Specialty/MGA Division - Underwriting Collective)

Company Size: Large (PIB Group is described as one of the UK's fastest-growing insurance businesses, implying a significant employee count across multiple brands and divisions, likely in the hundreds or thousands).

Founded: PIB Group was founded in 2015, indicating a relatively young but rapidly expanding organization with a modern approach to business.

Team Structure:

• Underwriting Collective Focus: The role is part of the Underwriting Collective division, suggesting a specialized team focused on delegated authority underwriting.

• Cross-Functional Collaboration: This role will work closely with various departments including sales, product, marketing, underwriting, and development teams, highlighting a matrixed and collaborative structure.

• Reporting: While not explicitly stated, a "Manager" role typically reports to a Head of Digital, Head of Marketing, or a senior operations leader within the division or group.

Methodology:

• Data-Driven Optimisation: The core methodology revolves around using analytics, A/B testing, and user feedback to drive measurable improvements in digital performance.

• Customer-Centric Design: Emphasis on understanding and improving the customer experience, ensuring journeys are intuitive, accessible, and meet user needs.

• Agile Development & Iteration: The process of creating briefs, user stories, and working with development suggests an agile or iterative approach to implementing changes.

• Commercial Performance Focus: All optimisation efforts are geared towards driving profitable growth, increasing conversions, and supporting business objectives.

Company Website: https://www.pibgroup.co.uk/ (General PIB Group site, Underwriting Collective may have specific sub-sites)

📝 Enhancement Note: PIB Group's rapid growth suggests a dynamic and evolving environment. The "entrepreneurship at our core" and "ambition and creative thinking" statements point to a culture that values initiative and innovation, which is well-suited for an optimisation role. The focus on "Underwriting Collective" implies a need to understand the specific product lines and target audiences within that division.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned as a "Manager" level, indicating a significant degree of autonomy and responsibility for strategic initiatives within the digital optimisation space. It's a hands-on role requiring both strategic thinking and execution.

Reporting Structure: The role will likely report into a senior digital, marketing, or operations leader within the Underwriting Collective division. Collaboration will be extensive across product, sales, underwriting, and development teams.

Operations Impact: The primary impact of this role is direct revenue generation and commercial performance improvement through enhanced digital customer journeys. By increasing conversion rates, reducing drop-offs, and improving user experience, this role directly contributes to the profitability and growth of the Underwriting Collective's online offerings.

Growth Opportunities:

• Specialization: Deepen expertise in advanced CRO techniques, UX research, or specific insurance product optimisation.

• Leadership: Potential to move into a Head of Digital, Head of CRO, or broader Digital Marketing Management role as the company continues to grow.

• Cross-Divisional Exposure: Opportunity to work on optimisation initiatives across other brands within the larger PIB Group.

• Skill Development: Continuous learning in analytics, A/B testing platforms, UX research methodologies, and insurance product knowledge.

• Strategic Influence: Contribute to the overall digital strategy of the Underwriting Collective and potentially the wider PIB Group.

📝 Enhancement Note: The rapid growth of PIB Group suggests ample opportunities for career advancement. The "don't have to tick every box" statement indicates a willingness to invest in candidates with potential and drive, making this an attractive role for ambitious professionals.

🌐 Work Environment

Office Type: Hybrid working arrangement, with a requirement to be in the Gloucester office one day per week. This suggests a modern office environment designed to facilitate collaboration and team interaction on designated office days.

Office Location(s): Southgate House, Gloucester, United Kingdom. This location will serve as the primary hub for in-office collaboration.

Workspace Context:

• Collaborative Hub: The office is likely set up to support team meetings, brainstorming sessions, and in-person collaboration on the designated office day.

• Technology Enabled: As a digital-focused role, expect access to necessary hardware, software, and reliable internet connectivity, both in the office and for remote work.

• Team Interaction: The one-day-a-week office presence is designed to foster team cohesion, facilitate workshops, and build relationships with colleagues.

Work Schedule:

• Standard full-time hours, with flexibility expected. The hybrid model allows for a blend of structured office time and remote work, catering to the need for focused individual work and collaborative team activities.

📝 Enhancement Note: The hybrid model is a key feature, offering a balance between the benefits of remote work (focus, flexibility) and in-office collaboration (team building, ideation). Candidates should be comfortable with this structure and the expectation of being present in the Gloucester office regularly.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Likely a call with HR or a recruiter to assess basic qualifications, cultural fit, and salary expectations.

• Hiring Manager Interview: A more in-depth discussion with the hiring manager focusing on your experience in UX, CRO, analytics, and your understanding of the insurance industry. Expect questions about your approach to optimisation and problem-solving.

• Portfolio Review/Presentation: A dedicated session where you will present selected case studies from your portfolio. This is crucial for demonstrating your practical skills, strategic thinking, and the impact of your work. Be prepared to discuss your process, hypotheses, test results, and learnings.

• Technical/Case Study Task: You may be given a short task or a more complex case study to complete, either before or during an interview, to assess your analytical and problem-solving abilities in a real-world scenario.

• Team/Stakeholder Interviews: Interviews with key stakeholders you'll be collaborating with (e.g., product managers, marketing leads, developers) to assess your collaboration style and ability to integrate into the team.

• Final Interview: Potentially with a senior leader within the division or group to discuss strategic alignment and confirm suitability.

Portfolio Review Tips:

• Select High-Impact Case Studies: Choose examples that clearly demonstrate your ability to drive significant conversion uplifts, revenue growth, or improvements in user experience within a commercial context.

• Structure Your Narrative: For each case study, clearly articulate:

  • The business challenge or opportunity.
  • Your hypothesis and the rationale behind it.
  • The methodology and tools used (e.g., GA4 data, user research, A/B testing platform).
  • The test design and execution.
  • The results, quantified with clear metrics and ROI.
  • Key learnings and next steps.

• Highlight Your Process: Emphasize your systematic approach to optimisation, from data analysis and hypothesis generation to testing and iteration.

• Showcase UX/UI and Accessibility: Include examples that demonstrate your understanding of user-centred design, intuitive interfaces, and adherence to accessibility standards.

• Be Prepared for Questions: Anticipate questions about your decision-making process, how you handle conflicting priorities, and your understanding of the insurance industry.

Challenge Preparation:

• Understand the Business: Research PIB Group, its brands, and the Underwriting Collective division. Understand their target markets and product offerings.

• Practice Data Analysis: Be ready to interpret sample data or discuss how you would approach analysing specific user behaviour metrics.

• Formulate Hypotheses: Practice generating data-backed hypotheses for common website optimisation scenarios.

• Articulate Accessibility: Be prepared to discuss how you would approach ensuring a website meets WCAG standards.

• Think About Insurance Journeys: Consider common pain points in insurance quote, buy, and renewal processes.

📝 Enhancement Note: The portfolio review is paramount. Candidates should prepare a presentation that clearly articulates their value proposition and quantifiable achievements. Demonstrating a structured, data-driven approach to optimisation and a solid understanding of the insurance context will be key differentiators.

🛠 Tools & Technology Stack

Primary Tools:

• Web Analytics: Google Analytics 4 (GA4) is explicitly mentioned and is essential. Zuko is also highlighted, which is a specialist analytics tool for form and funnel analysis.

• A/B Testing & Personalisation: Experience with platforms like Optimizely, Adobe Target, Google Optimize, or VWO is highly likely to be expected.

• UX/UI Design & Prototyping: Tools such as Figma, Sketch, Adobe XD, or similar for wireframing, user flows, and mockups.

• Tag Management: Google Tag Manager (GTM) or similar for implementing tracking codes and analytics.

Analytics & Reporting:

• Data Visualisation: Tools like Google Data Studio (Looker Studio), Tableau, or Power BI may be used for creating dashboards and reports, though not explicitly mentioned.

• Session Recording & Heatmaps: Tools like Hotjar, Crazy Egg, or Contentsquare for qualitative user behaviour analysis.

• Form Analytics: Zuko is specifically mentioned for detailed analysis of form completion rates and errors.

CRM & Automation:

• While not directly mentioned, familiarity with CRM systems (e.g., Salesforce, HubSpot) and marketing automation platforms could be beneficial for understanding lead generation and customer journey integration, especially if the role expands beyond pure website optimisation.

📝 Enhancement Note: Proficiency in GA4 and Zuko is critical. Experience with A/B testing platforms is a must-have. Candidates should be prepared to discuss their experience with these tools and how they use them to drive optimisation.

👥 Team Culture & Values

Operations Values:

• Data-Driven Decision Making: Emphasizes using analytics and test results to inform all optimisation efforts, moving beyond intuition.

• Customer Centricity: A core value that drives the focus on improving user experience, accessibility, and meeting customer needs throughout digital journeys.

• Continuous Improvement: The role embodies a culture of ongoing iteration and refinement, always seeking ways to enhance performance.

• Collaboration & Teamwork: The hybrid model and cross-functional responsibilities highlight the importance of working effectively with diverse teams to achieve common goals.

• Entrepreneurship & Innovation: As stated by PIB Group, there's a value placed on fresh ideas, creative thinking, and driving growth initiatives.

• Accountability: Taking ownership of digital performance and driving measurable commercial outcomes.

Collaboration Style:

• Cross-Functional Integration: Active collaboration with sales, product, marketing, and underwriting to ensure alignment and gather diverse perspectives.

• Data-Informed Dialogue: Discussions and decisions are grounded in data, test results, and user insights.

• Agile & Iterative: A working style that embraces feedback, rapid prototyping, and iterative development to achieve optimal results.

• Proactive Communication: Keeping stakeholders informed of optimisation plans, test progress, and results.

📝 Enhancement Note: The company culture appears to be dynamic, growth-oriented, and collaborative. Candidates who are proactive, data-oriented, and comfortable working across different teams will likely thrive in this environment.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Optimisation with Regulation: Ensuring that all optimisation efforts and changes to insurance journeys comply with strict regulatory requirements and underwriting guidelines.

• Cross-Brand Consistency: Managing optimisation across multiple brands or propositions within the Underwriting Collective, ensuring consistent user experience and brand messaging while tailoring to specific product needs.

• Data Silos & Integration: Effectively integrating data from various sources (GA4, Zuko, CRM, etc.) to gain a holistic view of the customer journey and optimise holistically.

• Prioritisation: Deciding which optimisation initiatives will yield the greatest impact given limited development resources and competing business priorities.

• Measuring ROI of UX: Quantifying the direct financial return on investment for UX improvements, especially those focused on accessibility and long-term customer satisfaction.

Learning & Development Opportunities:

• Advanced CRO & UX Techniques: Opportunities to delve deeper into areas like behavioural economics, advanced user research, neuromarketing, and sophisticated testing methodologies.

• Insurance Product Specialisation: Gaining in-depth knowledge of various insurance products and their unique customer journeys, which can be a valuable niche.

• Digital Strategy Involvement: Contributing to the broader digital strategy of the Underwriting Collective and potentially other PIB Group brands.

• Leadership Development: As a manager, opportunities to mentor junior team members or take on project leadership roles.

• Industry Conferences & Training: Access to industry events, webinars, and training programs focused on digital optimisation and insurance.

📝 Enhancement Note: The challenges are typical for a role in a regulated industry aiming for digital growth. The opportunities for learning and growth are significant, particularly given the company's rapid expansion and focus on professional development.

💡 Interview Preparation

Strategy Questions:

• "Describe your process for developing an optimisation roadmap for a multi-brand digital portfolio." (Focus on prioritization, data sources, stakeholder input, and alignment with business goals).

• "How do you balance the need for rapid experimentation with the constraints of regulatory compliance in the financial services sector?" (Emphasize risk assessment, phased rollouts, and collaboration with compliance/underwriting teams).

• "Walk me through a time you identified a significant UX issue in a complex online journey, and how you went about resolving it." (Use the STAR method, highlighting your analytical process, proposed solutions, and measured outcomes). Company & Culture Questions:

• "What do you know about PIB Group and the Underwriting Collective, and why are you interested in this specific role?" (Showcase your research into the company, its growth, and your understanding of the insurance MGA space).

• "How would you approach building relationships and collaborating with sales, product, and underwriting teams to drive optimisation efforts?" (Discuss your communication style, empathy for different departmental needs, and data-driven advocacy).

• "How do you stay updated on the latest trends in UX, CRO, and digital analytics, and how would you bring that knowledge to PIB Group?" (Mention specific publications, courses, or communities you follow). Portfolio Presentation Strategy:

• Tell a Story: Frame each case study as a narrative with a clear beginning (problem), middle (your solution and execution), and end (results and learnings).

• Quantify Everything: Use precise numbers and percentages to demonstrate the impact of your work. Clearly state the baseline metrics, the changes implemented, and the final outcomes.

• Explain Your 'Why': For each hypothesis and test, clearly articulate the reasoning behind it, linking it back to user behaviour, business goals, or identified pain points.

• Showcase Your Tools: Briefly mention the tools used (GA4, Zuko, A/B testing platforms) and how they informed your decisions or measured results.

• Demonstrate Accessibility Awareness: If applicable, highlight projects where accessibility was a key consideration and how you addressed it.

• Be Prepared for Deep Dives: Anticipate detailed questions about your methodology, the data you used, and alternative approaches you considered.

📝 Enhancement Note: Preparation should focus on demonstrating a structured, data-driven approach to optimisation, a strong understanding of user behaviour, and the ability to translate insights into measurable business outcomes, all within the context of the insurance industry.

📌 Application Steps

To apply for this UX, Conversion & Optimisation Manager position:

• Submit Your Application: Complete the online application form via the provided Workday link.

• Tailor Your Resume: Ensure your resume clearly highlights your experience in UX, Conversion Rate Optimisation (CRO), A/B testing, digital analytics (especially GA4 and Zuko), and any experience within the insurance or financial services sectors. Quantify your achievements with specific metrics.

• Curate Your Portfolio: Select 2-3 of your strongest case studies that demonstrate quantifiable improvements in conversion rates, revenue, or user experience. Prepare to present these clearly, detailing your process, hypotheses, testing methodology, and results. Ensure you can articulate your UX/UI design process and accessibility considerations.

• Research PIB Group & Underwriting Collective: Understand the company's mission, its growth trajectory, and the specific focus of the Underwriting Collective division. Familiarize yourself with their online presence and target audience.

• Prepare for Interview Scenarios: Practice answering common interview questions related to CRO strategy, UX problem-solving, data analysis, stakeholder management, and your experience in regulated environments. Be ready to discuss your portfolio in detail.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

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