Customer Experience

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Company Description

Informa is a leading international events, intelligence, and scholarly research group.

Through hundreds of powerful brands, we work with businesses and professionals in specialist markets, providing the connections, intelligence and opportunities that help customers grow, do business, make breakthroughs, and take better informed decisions.

Informa is listed on London Stock Exchange and a member of FTSE 100, with over 11,000 colleagues working in more than 30 countries.

Informa's divisions include: Informa Connect , Informa Markets , Informa Tech , Taylor & Francis and Global Support .

Informa is a successful and diverse FTSE 100 business that has been built over the past twenty years through a mix of organic growth and acquisition. Informa is transforming itself to increase digital capability and the mix of revenues, with the expectation that far higher proportions of revenue are derived from new digital products and through the sales of all products through digital channels.

Equally, as a contemporary B2B provider of solutions and services, we anticipate the need to enable customer touchpoints through digitalising processes that are currently offline, and through shaping and establishing a digital ecosystem over the next 5 years, whilst firmly establishing our position within it, thereby providing our B2B customers with end-to-end go-to-market solutions. This has resulted in strategic programmes like GAP II, focused on a digital acceleration and associated investment and the Unifying Technology Programme, focused on transforming the Technology Operating Model.

Global Support is Informa's fifth division, with major service hubs in the United Kingdom, the United States, Hong Kong, and Singapore as well as several smaller locations. Global Support colleagues provide shared, efficient business services and function-specific expertise to each of Informa's operating divisions, enabling our commercial teams to focus on their markets and customers.

Technology Solutions & Services is a key function within Global Support, with responsibility for the management and evolution of the key enterprise technology disciplines that underpin day to day business operations including Strategy & Technology Change, Enterprise Architecture, Enterprise Technology, Customer Technology, Technology Operations, and Information Security.

The Technology function is embarking on a clear roadmap for the modernisation of legacy services whilst developing new platforms, solutions and techniques that transform the department into an enabler of reliable, scalable, and secure services that support Informa's digital agenda and diverse customer landscape, through the Unifying Technology Programme. We recognise the need for change and have a good understanding of where we need to get to. We need people to help us shape, solve problems and deliver the change agenda. Ensuring that we are seen as a trusted partner to our business colleagues.

Job Description

We are seeking a 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 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 15, 2024

Additional Information

Employee experience is very important to us at Informa. On top of joining a supportive, diverse and ambitious team that welcomes all types of candidates. We are also flexible with different working patterns and prioritize promotions internally. Our benefits include:

• Freedom & flexibility: colleagues rate us highly for the flexibility and trust they receive and most of us balance time in the office with time working remotely

• Great community: a welcoming culture with in-person and online social events, our fantastic Walk the World charity day and active diversity and inclusion networks

• Broader impact: take up to four days per year to volunteer, with charity match funding available too

• Career opportunity: the opportunity to develop your career with bespoke training and learning, mentoring platforms and on-demand access to thousands of courses on LinkedIn Learning. When it's time for the next step, we encourage and support internal job moves

• Time out: 25 days annual leave, rising to 27 days after two years, plus a birthday leave day and the chance to work from (almost) anywhere for up to four weeks a year

• A flexible range of personal benefits to choose from, plus company funded private medical cover

• A ShareMatch scheme that allows you to become an Informa shareholder with free matching shares

• Strong wellbeing support through EAP assistance, mental health first aiders, a healthy living subsidy, access to health apps and more

• Recognition for great work, with global awards and kudos programmes

• As an international company, the chance to collaborate with teams around the world

We know that sometimes the 'perfect candidate' doesn't exist, and that people can be put off applying for a job if they don't fit all the requirements. If you're excited about working for us and have most of the skills or experience we're looking for, please go ahead and apply. You could be just what we need We believe strongly in the value of diversity and creating supportive, inclusive environments where our colleagues can succeed. As such, Informa is proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race, color, ancestry, national origin, religion, or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, citizenship, or other protected characteristics under federal, state or local law.

Please let us know of any adjustments we need to make for you to show us your best self. We want all of our candidates to shine in the recruitment process

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