CRO - Digital Experience Manager

Job description

**About PayJoy** PayJoy, a Public Benefit Corporation, is a mission-first credit provider dedicated to helping under-served customers in emerging markets to achieve financial stability and success. Our patented technology for secured credit provides an on-ramp for new customers to enter the credit system. Through PayJoy’s point-of-sale financing and card offerings, customers gain access to a modern quality of life. PayJoy’s credit also allows our customers to seize opportunities as micro-entrepreneurs, and acts as insurance for tough times. Through our cutting-edge machine learning, data science, and anti-fraud AI, we have served over 18 million customers as of 2025 while achieving solid profitability for sustainable growth. **This role** PayJoy customers. You’ll combine customer behavior, analytics, experimentation, and UX insights to identify opportunities and create digital experiences that are more relevant, intuitive, and high-converting. You’ll define the experimentation strategy and roadmap, build segmentation and personalization strategies, and turn data into actionable improvements across the customer journey. This is a highly cross-functional role where you’ll partner with Marketing, Product, Engineering, Analytics, and other global teams to turn insights into measurable business impact. This is an opportunity to play a key role in shaping the digital experience for millions of customers across our markets while building a strong, data-driven culture of continuous optimization ### Key responsibilities - Own a deep understanding of the **D2C customer funnel**, identifying where and why customers drop off throughout the digital purchase journey. - Combine quantitative and qualitative insights, including funnel and cohort analysis, clickstream data, behavioral analytics, session recordings, heatmaps, surveys, and customer feedback. - Translate customer and performance insights into a **prioritized CRO and UX optimization roadmap**. - Build and manage a prioritized experimentation backlog based on expected impact, customer value, and effort. - Design and execute rigorous **A/B and multivariate experiments**, defining clear hypotheses, success criteria, sample sizes, and guardrail metrics. - Analyze experiment results using statistical rigor and translate findings into clear business recommendations. - Develop **customer segmentation and personalization strategies** based on signals such as behavior, traffic source, intent, device, credit profile, and lifecycle stage. - Validate the incremental impact of personalization and optimization initiatives through controlled experimentation. - Partner closely with **Marketing, Product, Engineering, Analytics, and other global stakeholders** to turn insights into tangible improvements. - Establish and continuously improve frameworks for experimentation, measurement, prioritization, and reporting. - Identify opportunities to improve the customer experience while balancing speed, business impact, and data-driven decision-making. ### Qualifications - **5–7 years of relevant professional experience**, ideally in CRO, digital experience, growth, digital analytics, UX optimization, or D2C/e-commerce. - Strong understanding of **Conversion Rate Optimization (CRO)** and UX principles. - Proven experience diagnosing funnel performance, identifying friction points, and translating data into actionable hypotheses and recommendations. - Hands-on experience with **A/B and multivariate testing**, including experiment design, statistical significance, and interpretation of results. - Experience developing **segmentation and personalization strategies** and measuring their incremental impact. - Familiarity with web analytics and behavioral tools such as **PostHog, Hotjar**, or similar platforms. - Experience with experimentation platforms such as **Convert, VWO, Optimizely**, or similar tools. - Background in **retail, D2C, e-commerce, or other digital-first environments**. - Strong analytical and problem-solving skills, with the ability to move from data to insights and from insights to action. - **SQL skills are strongly preferred.** - Excellent written and verbal communication skills, with the ability to influence and collaborate with stakeholders across different functions and geographies. - Highly organized and comfortable managing multiple initiatives and stakeholders simultaneously. - Self-driven, results-oriented, and comfortable operating in a **fast-paced, dynamic, and constantly evolving environment**. - Advanced English and fluency in the local language. ### Benefits - Local benefits depending on the country of hire - Company-funded health insurance for employee and immediate family - Company-funded employee life and disability insurance - Paid vacation days, unlimited sick leave - $2,000 USD annual Co-working Travel perk - $2,000 USD annual Professional Development perk - Phone finance, headphone benefit, home office equipment allowance and wellness perks - Catered lunches