• Head of Customer Experience

    Job Locations United Kingdom-London
    ID
    2018-5064
    Function
    Digital
  • Introduction

    The Economist Group logo

     

     

    The Economist is the leading source of analysis on international business and world affairs. We deliver our information through a range of formats, from newspapers and magazines to Apple TV/OTT apps and VR Experiences. What ties us together is the objectivity of our opinion, the originality of our insight and our advocacy of economic and political freedom around the world.

    With a growing global circulation and a reputation for insightful analysis and opinion on every aspect of world events, The Economist is one of the most widely recognised and well-read current affairs publications.

     

     

    The Economist’s Publisher Team was created in April to streamline the commercial decision making process and make sure all needs are reviewed and prioritised based on business impact. As a result, everyone has access to world-class expertise in strategy, marketing, finance, analytics and product delivery, as do our clients. Our aim is to support readership growth, which underpins all our revenue streams and our future.

     

    The ideal candidate will lead our customer experience practice across all of our digital products and channels, looking after a multi-disciplined team of CX researchers and designers.

    Accountabilities

    How you will contribute:

     

    • Help shape, define and deliver a world-class customer experience across all consumer-facing digital products
    • Create and implement an overarching strategic vision for how The Economist can interact with customers towards a deeper engagement across several platforms. And promote that vision across the business
    • Work with senior stakeholders and product managers to map out and deliver:
      • the ideal ecommerce experience for potential subscribers
      • the ideal “logged in” experience for existing subscribers
    • Develop qualitative and quantitative data to ensure we put customers at the heart of product development and marketing
    • Manage a CX team of researchers and designers, ensuring clear lines of dialogue between CX and other departments

    Experience, skills and professional attributes

    The ideal skills for the role are:

     

    • An understanding of end-to-end customer journeys in terms of strategy, vision, and business goals
    • Product development, ideally relating to digital subscriber based products
    • Experience applying Design Thinking/Service Design and has worked at strategic positions informing products/services direction
    • A solid understanding of the difference between market research and product research so can use both and support us on the product side of things
    • Experience in using CX design best practices to design solutions, and a deep understanding of mobile-first and responsive design
    • Excellent experience of working within an agile environment, iterating designs efficiently
    • Ability to collaborate closely with Visual Designers on Design Pattern Library and Style Guide definition
    • Rapid development of prototypes, informed by research and testing
    • Creating customer-centric design
    • Experienced users of Jira
    • Experience working in the publishing industry, ideally designing an internal/b2b website/portal. Any media-app experience would be helpful
    • Experience leading the CX team, strategy and design, meeting the goals of the project and working closely with stakeholders

     

    It is also an advantage if you have:

    • Led creative teams previously from discovery and specification to delivery and iteration to excellence
    • Led agile teams to iterate and develop a product
    • Experience evangelising CX processes and benefits to a broad range of users
    • Strong communication skills
    • Experience with traditional and new publishing business models and processes
    • Experience creating and managing new media content
    • Experience working closely with technical teams

     

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