Head of IBM.com Conversion Rate Optimization (CRO)

Your role and responsibilities

Head of IBM.com CRO leads the strategy and execution of conversion rate optimization initiatives across digital channels, with a specific focus on form submissions and chat interactions. This role combines analytical expertise with customer experience optimization to drive business growth through improved conversion rates and enhanced user engagement.

Key Responsibilities

• Strategy & Leadership

• • • Refine and execute the company's CRO strategy, focusing on optimizing form submission rates and chat engagement metrics
    • Lead a cross-functional team of CRO specialists, UX researchers, and analysts
    • Establish KPIs and benchmarks for form and chat performance
    • Collaborate with cross-functional teams including Product, Engineering, and Marketing
    • Present performance updates and strategic recommendations to senior leadership

• Form Optimization

• • • • Oversee the analysis and optimization of all digital forms across web and mobile platforms
      • Implement data-driven form design improvements to reduce abandonment rates
      • Develop A/B testing strategies for form elements, layouts, and user flows
      • Create standardized form design guidelines and best practices
    • Monitor form analytics and establish automated reporting systems

• Chat Experience

• Lead the optimization of chat systems, including both automated and human-assisted interactions
• Develop chat flow strategies to maximize conversion opportunities
• Implement chat trigger rules and targeting criteria
• Optimize chat response times and satisfaction metrics
• Create and maintain chat scripts and conversation flows

• Analytics & Testing

• • • Design and oversee comprehensive testing programs for forms and chat interactions
  • Analyze user behavior through heat mapping, session recordings, and analytics tools
  • Develop data models to predict and improve conversion likelihood
  • Create detailed reporting dashboards for all conversion metrics
  • Implement advanced tracking solutions for complex user journeys

• Technical Requirements

• • Drive technical specifications for form and chat implementations
  • Collaborate with engineering teams on technical solutions
  • Ensure compliance with data privacy regulations
  • Maintain documentation of technical implementations
  • Evaluate and recommend CRO tools and technologies

Required education

Bachelor's Degree

Preferred education

Master's Degree

Required technical and professional expertise

• 8+ years of experience in digital optimization, with at least 3 years in a leadership role
• Proven track record of improving conversion rates through A/B testing and optimization
• Deep understanding of analytics tools (Google Analytics, Adobe Analytics)
• Experience with major testing platforms (Optimizely, VWO, Adobe Target)
• Strong background in form analytics and chat optimization
• Excellence in data analysis and statistical significance
• Bachelor's degree in Business, Marketing, Computer Science, or related field

Preferred technical and professional experience

• Master's degree in relevant field
• Certification in digital analytics or optimization
• Experience with machine learning and predictive analytics
• Knowledge of user psychology and behavioral economics
• Experience with enterprise-level chat platforms
• Understanding of accessibility standards and requirements

YOUR LIFE @ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

Are you ready to be an IBMer?

ABOUT IBM

IBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

OTHER RELEVANT JOB DETAILS

IBM offers a competitive and comprehensive benefits program. Eligible employees may have access to:

• Healthcare benefits including medical & prescription drug coverage, dental, vision, and mental health & well being
• Financial programs such as 401(k), the IBM Employee Stock Purchase Plan, financial counseling, life insurance, short & long- term disability coverage, and opportunities for performance based salary incentive programs
• Generous paid time off including 12 holidays, minimum 56 hours sick time, 120 hours vacation, 12 weeks parental bonding leave in accordance with IBM Policy, and other Paid Care Leave programs. IBM also offers paid family leave benefits to eligible employees where required by applicable law
• Training and educational resources on our personalized, AI-driven learning platform where IBMers can grow skills and obtain industry-recognized certifications to achieve their career goals
• Diverse and inclusive employee resource groups, giving & volunteer opportunities, and discounts on retail products, services & experiences

We consider qualified applicants with criminal histories, consistent with applicable law.

This position was posted on the date cited in the key job details section and is anticipated to remain posted for 21 days from this date or less if not needed to fill the role.

IBM will not be providing visa sponsorship for this position now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship.

The compensation range and benefits for this position are based on a full-time schedule for a full calendar year. The salary will vary depending on your job-related skills, experience and location. Pay increment and frequency of pay will be in accordance with employment classification and applicable laws. For part time roles, your compensation and benefits will be adjusted to reflect your hours. Benefits may be pro-rated for those who start working during the calendar year.