Customer Experience (CX) Manager, Marketing Technology

Customer Experience (CX) Manager, Marketing Technology with a strong CX or product management background, for our marketing platforms that manage£1bn of revenue for our events and media businesses.

The role spans the full customer lifecycle from first touchpoint in reading an insightful article via Google on our media websites, selecting career-expanding videos from our libraries, immersing yourself in learning and networking at an event, and sharing highlights with colleagues, plus all supporting digital and physical interactions (yes, including the emails and invoices!).

We operate at scale, with a passion to affect millions of professionals across thousands of products. The magic is forming a common CX backbone across all, and allowing the UX, UI and branding layer to be customised precisely for the needs of each specific niche brand. Take a look at the brands on informa.com and see the scale of the challenge and the opportunity!

Purpose of the Role & Team Profile

You'll work in the Marketing Technology team, with skilled product managers, analysts, UX/UI designer and engineers. You'll spearhead the customer experience across the marketing lifecycle, taking directions from business leads and strategists within Informa, and fed with data insights from our platforms and from usability and discovery sessions with customers.

You'll work intimately with your UX and product management colleagues who own their specific platforms and products, in a way that unifies all into a single, clean and scalable customer experience. You'll be high-profile, presenting and selling your ideas to senior stakeholders..

We're not looking for individual website designers, though that's a great background. Instead all our designs impact thousands of product websites directly, because we work at an industrial customer platform scale, developed by our world-class engineers.

Key interactions

• Harness Informa's wide network of brand marketers to understand their markets and customers' needs.
• Lead research with many of our customer types in different markets, to understand their motivations, needs and interactions, from which we develop personas, scenarios, and customer journeys.
• Lead engagement with external customer experience agency.
• Collaborate intimately with skilled product managers, data analysts, UX/UI designers and engineers in our Customer Technology team, to get the designs right and turn them into reality.

Key Areas of Responsibility/Accountability

• Spearhead the customer experience across all marketing platforms from discovery to launch.
• Ensure a unified and scalable customer experience across all platforms and products.
• Incorporate quantitative data and qualitative feedback from everywhere and define success metrics and targets.
• Manage wider stakeholders to gather insights, explain design concepts, and champion the resulting designs.

Key Outputs and Outcomes

• Target customer experience model and design system covering full lifecycle and all customer types, that grows and refreshes continuously.
• Usability test results.
• Successful implementation of CX that delights customers and meets business objectives.
• Demonstrable improvement in customer satisfaction metrics, revenue growth and margin improvement.

Measures of Success

• Adoption and engagement metrics for redesigned customer experience.
• Higher customer satisfaction scores and corresponding increases in conversion and revenue.
• Simplification of current incoherent experience into tight experience with no duplication, and corresponding removal of redundant systems.
• Positive feedback from stakeholders who recognise the improvements in approach and results.

Qualifications

• 10+ years' experience in CX design, or as a product manager with strong CX experience.
• Proven track record in media, digital products or events industries, not necessarily yet at this scale, showing you yearn for this role and will step up to it.
• Experience is a plus in another industry such as finance, health and pharma, food and restaurants, aviation, technology or building industries.
• Enjoy thriving with multiple opportunities and multiple challenges, confident to express and sell your ideas, and get things done. You will certainly have the full support of your manager, Head of Product Strategy.
• Proficiency in UX/UI design and product management tools such as Figma and Jira, and techniques of personas, scenarios and customer journey maps.
• Portfolio of the products you have designed directly or been instrumental in their design, and how they have been successful.
• Adept across full journey of discovery with stakeholders, checking current data, leading high-level design, defining prototypes, running usability testing, iterating to the final design, and reviewing data and feedback once launched.

This post will automatically expire on March 23, 2024]]>