Customer Journey Specialist

Consumer reviews have become a hugely important source of reassurance for consumers shopping online. When you are online searching for a hotel, a new tv, a pair of trainers or a light bulb, chances are that you have read and been influenced by the consumer reviews that you have read of real customers sharing their real‑world experiences and insights of a product.

A recent study found that 93% of consumers check online reviews before making a purchase, and a product with reviews has a 270% higher chance of being bought as reviews establish credibility, confidence and social proof.

Over 80% of motorists in Europe now go online to research new tyres to buy for their car. DriverReviews was created to help support and simplify the consumer journey by allowing consumers to read genuine and authentic tyre reviews from real motorists who have already bought tyres for the same car make and model that the customer needs. Launched in 2021, DriverReviews has quickly grown to become Europe’s largest verified tyre reviews platform, partnering with the largest online tyre retailers and tyre manufacturers across 42 countries to collect and syndicate more than 500,000 tyre reviews from genuine, verified motorists. Our aim is to be the most globally recognised and trusted tyre reviews platform.

Purpose

The Customer Journey Specialist at DriverReviews is responsible for improving conversion, retention, customer advocacy, and premiumisation through the design and optimisation of seamless, engaging, and effective customer touchpoints.

This role owns the end‑to‑end experience and ensures continuous improvement of the journey by leveraging data, insights, experimentation, and strong cross‑team collaboration.

Key Responsibilities

Customer Insights & Research

• Collect, monitor, and interpret customer data, behavioural insights, and research to identify opportunities for journey enhancement.
• Maintain a deep understanding of the end‑to‑end customer experience and key user needs.
• Map and visualise the customer journey across all stages, identifying friction points, constraints, and opportunities for improvement.
• Develop and propose improvements to the customer journey backed by data.

Execution & Action Coordination

• Lead and coordinate the implementation of journey improvements, working closely with cross‑functional teams to ensure smooth delivery.
• Support merchandising and product assortment decisions to align with customer needs and improve conversion.

Experimentation & Performance Monitoring

• Implement testing and experimentation to optimise journey performance.
• Manage the experimentation roadmap utilising A/B testing tools.
• Continuously track key metrics, iterate based on findings, and maintain a consistent approach to learning and improvement.

Key Personal Criteria

• Strong customer‑first mindset with the ability to translate insights into actionable improvements.
• Excellent analytical skills, including the ability to interpret data and measure customer experience performance.
• Solid project management capabilities with experience coordinating initiatives across multiple teams.
• Clear and confident communication skills, both written and verbal.
• Strong knowledge of the e‑retail environment, including business context, customer behaviours, and operational teams.
• Resilience and adaptability to drive change, overcome obstacles, and deliver growth‑focused outcomes.
• Curiosity, openness to learning, and willingness to share knowledge across teams.
• An interest in cars/automotive industry is advantageous.

What we will offer

• Pension provision – we pay 5% of your base salary as an employer’s contribution.
• Up to 12% discretionary annual bonus based on company performance.
• One free set of tyres per annum.
• Perkbox membership.
• Life assurance – up to 5 times your base annual salary in the event of your death while in service.
• Free counselling service and mental health support.
• Cycle to work scheme.

Location

Edinburgh, Scotland

How to Apply

• If you’re ready to contribute to our team and grow with us, we’d love to hear from you!
• Submit your application with a CV and cover letter detailing your relevant experience and what excites you about joining DriverReviews.

Seniority level

Entry level

Employment type

Full‑time

Industries

Technology, Information and Media

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