Digital Customer Experience Specialist

This role will help in driving our digital roadmap, providing constant analysis and researching new strategies and tactics to optimise the user journey across sites and personalise.

You will working towards moving our digital offering forward, driving customer first and evidence-based working to help drive towards the group digital KPI’s.

• Help shape the personalisation roadmap, using insights, market trends, and test learnings.
• Plan, build and run A/B and multivariate tests to validate hypotheses and measure the impact of on-site personalisation strategies.
• Translate insights from experiments into actionable recommendations and next-step opportunities.
• Partner with Data & Analytics teams to refine data models that power personalisation
• Support the optimization of 3rd party tools to ensure business value and support day-today relationships.
• Monitor and analyse the customer journey and data trends over time to identify pain points, significant changes, and opportunities for personalisation.
• Develop, implement, and optimise on-site recommendation strategies, ensuring accurate setup within optimisation tools and ongoing measurement of performance.
• Assist in implementing and managing personalisation tools and technologies to enhance customer engagement and conversion rates.
• Help develop and implement personalized content on-site for users based on their behaviour and preferences.
• Use data to segment customers based on behaviour, preferences, and demographics to tailor personalisation efforts more effectively.

• 2+ years experience in a digital optimisation, digital experience or digital personal
• Proven experience reviewing on site customer experience.  
• Experience working with on-site personalisation and recommendations. 
• Experience of analytical, experimentation & personalisation tools (such as Optimizley and ContentSquare) 
• Understanding of personalised algorithms and the effect on the customer journey. 

Along with your benefits package we also offer a wide range of perks for our colleagues:

Reward, Recognition and Opportunities

Frasers Champion- Our employees are at the heart of our business and we ensure individuals are recognised every single month for their hard work. Frasers Champion is a peer nominated scheme where 8 winners will receive double their pay for a month where they have thought without limits, owned it or been relevant.

Retail Reconnect – In order to build the planets most admired and compelling brand ecosystem, all employees must understand our business, product and customers. Each financial year, Head Office employees will gain insights by spending two days in one of our stores or the Warehouse. The goal is to learn how the work you do impacts our teams on the frontline, and to bring ideas back to the office which will improve how we work.

Employee Welfare

Frasers Fit – Our Everlast Gyms Team are on a mission to make our workforce the best, and fittest on the planet! We run free gym classes for employees as well as discounted memberships to our clubs. Frasers Fit is our wellbeing programme which aims to support and improve colleagues Physical, Financial & Mental wellbeing. The app is accessible for every employee and includes training, nutrition and lifestyle advice- all completely free.

Retail Trust – We know that its not just about physical health, mental wellness is equally important which is why all of our employees get free access and support from the Retail Trust charity. This includes a 24 hour wellbeing helpline, wellness hub, counselling and financial/legal support.

What’s next?

• Our Recruitment Team will be reviewing applications and all candidates will receive a response, whether you are successful or unsuccessful. Shortlisted applicants may be asked to confirm a few key details before being booked in for a first stage interview with the Recruiter- this will be behaviourally focussed and centred around how you align with our Culture and Values. If successful we anticipate two further interview stages with the Hiring Manager/wider team which will be more technically focussed and could include a presentation/task so we can see your skills in action.