CX/CRO Program Coordinator

Quick Facts

• Focus: CX/CRO processes, usability insights, and website optimization

Description

Coordinate and improve CX/CRO activities by creating UX processes, templates, and playbooks, collecting usability insights, and prioritizing research hypotheses. Translate findings into website optimization recommendations, customer journeys, and clear briefs for project and implementation teams, while monitoring quality and presenting results. Work closely with UI Designers and analytics teams and manage tasks for UX Researchers/CX Analytics support.

Responsibilities

• Create processes, templates, and scripts for the CX/UX team
• Build playbooks and sets of project best practices
• Gather usability insights and issue reports
• Evaluate and prioritize research hypotheses
• Develop recommendations for changes and website optimization
• Visualize user processes and paths as customer journeys
• Edit and produce recommendations/briefs for project and implementation teams
• Review new or changed elements of website projects
• Monitor progress and the quality of implemented solutions
• Present the results of improvements
• Promote knowledge gained from user testing
• Collaborate closely with UI Designers and the analytics team
• Manage the work and tasks of UX Researchers and CX analytics